call centre agenttoICT help desk agent
A call centre agent already meets 46% of what the ICT help desk agent role asks for. The move turns on 11 required skills not yet in the profile.
This move: 57.5 of 100 · substantial
1 Share of the ICT help desk agent role’s weighted skill requirement already met by the call centre agent profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.
Table 2 · What you already bring
Of the 15 skills that carry over, these are the ones fewest other occupations ask for. A ICT help desk agent role needs them, and most people applying for one will not have them already. This is the part of a call centre agent background worth leading with.
- already held provide ICT support working with computers
- already held perform escalation procedure communication, collaboration and creativity
- already held prioritise requests management skills
- already held educate on data confidentiality communication, collaboration and creativity
- already held handle helpdesk problems communication, collaboration and creativity
- already held answer incoming calls assisting and caring
All 15 carried skills, including the 9 the ICT help desk agent role treats as required.
Table 3 · What you would need to learn
The 17 missing skills fall into 8 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.
- required, not held use ICT hardware required
- required, not held solve ICT system problems required
- required, not held use ICT ticketing system required
- optional, not held implement a virtual private network optional
- optional, not held implement anti-virus software optional
- optional, not held use e-services optional
- required, not held identify customer's needs required
- required, not held support ICT system users required
- required, not held communicate with customers required
- required, not held ICT system user requirements required
- optional, not held ICT help platforms optional
- optional, not held information confidentiality optional
- required, not held assist customers required
- required, not held product comprehension required
- required, not held keep up to date on product knowledge required
2 further areas in the appendix
Table 4 · Where to start
The 3 entries a ICT help desk agent role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 ICT system user requirements knowledge · sector specific
- 02 assist customers skill · sector specific
- 03 identify customer's needs skill · sector specific
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 15 skills that carry over
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held create solutions to problems skill
- already held guarantee customer satisfaction skill
- already held keep task records skill
- already held prioritise requests skill
- already held provide ICT support skill
- already held provide customer follow-up services skill
- already held use customer relationship management software skill
- already held answer incoming calls skill
- already held educate on data confidentiality skill
- already held handle helpdesk problems skill
- already held knowledge base knowledge
- already held perform data analysis skill
- already held perform escalation procedure skill
The 2 learning areas not shown above
- required, not held manage schedule of tasks required
- optional, not held ICT infrastructure optional
6 supplementary skills, helpful but not required
- optional, not held ICT help platforms optional
- optional, not held ICT infrastructure optional
- optional, not held implement a virtual private network optional
- optional, not held implement anti-virus software optional
- optional, not held information confidentiality optional
- optional, not held use e-services optional
17 held skills the ICT help desk agent role does not ask for
- not needed by the target role adapt to changing situations skill
- not needed by the target role apply operations for an ITIL-based environment skill
- not needed by the target role communicate by telephone skill
- not needed by the target role communication principles knowledge
- not needed by the target role credit card payments knowledge
- not needed by the target role e-commerce systems knowledge
- not needed by the target role e-procurement knowledge
- not needed by the target role handle tasks independently skill
- not needed by the target role have computer literacy skill
- not needed by the target role listen actively skill
- not needed by the target role perform multiple tasks at the same time skill
- not needed by the target role present reports skill
- not needed by the target role process data skill
- not needed by the target role speak different languages skill
- not needed by the target role teamwork principles knowledge
- not needed by the target role think proactively skill
- not needed by the target role tolerate stress skill
5 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- required, not held ICT system user requirements required
- required, not held product comprehension required
- optional, not held ICT help platforms optional
- optional, not held ICT infrastructure optional
- optional, not held information confidentiality optional
Other moves recorded from call centre agent
- live chat operator 59% covered · moderate
- customer service representative 36% covered · substantial
- car leasing agent 35% covered · substantial
- sales processor 32% covered · substantial
- call centre supervisor 32% covered · substantial
- ICT help desk manager 30% covered · substantial
- customer contact centre information clerk 28% covered · substantial
- contact centre supervisor 27% covered · substantial
How this record was compiled
Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.