Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

call centre agenttoICT help desk manager

A call centre agent already meets 30% of what the ICT help desk manager role asks for. The move turns on 11 required skills not yet in the profile.

From call centre agent
30%
Overlap1
To ICT help desk manager
8 Skills carried over
11 Required, not held
66.7 Difficulty2
adjacent 0–30
moderate 30–55
substantial 55–75
career change 75–100
this move, 66.7

This move: 66.7 of 100 · substantial

1 Share of the ICT help desk manager 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

Table 2 · What you already bring

Of the 8 skills that carry over, these are the ones fewest other occupations ask for. A ICT help desk manager 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.

Skill the target role also needs Area
  • already held provide ICT support working with computers
  • already held prioritise requests management skills
  • already held educate on data confidentiality communication, collaboration and creativity
  • already held use customer relationship management software working with computers
  • already held characteristics of services business, administration and law
  • already held characteristics of products engineering, manufacturing and construction

All 8 carried skills, including the 5 the ICT help desk manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 20 missing skills fall into 7 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.

Skill to acquire Tier
01 management skills 3 required, 2 supplementary
  • required, not held analyse staff capacity required
  • required, not held forecast workload required
  • required, not held manage staff required
  • optional, not held manage schedule of tasks optional
  • optional, not held perform project management optional
02 business, administration and law 2 required, 3 supplementary
  • required, not held product comprehension required
  • required, not held organisational structure required
  • optional, not held ICT market optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance management optional
03 information skills 2 required
  • required, not held keep up to date on product knowledge required
  • required, not held supervise data entry required
04 working with computers 2 required
  • required, not held use ICT hardware required
  • required, not held use ICT ticketing system required
05 communication, collaboration and creativity 1 required, 2 supplementary
  • required, not held communicate with customers required
  • optional, not held coach employees optional
  • optional, not held train employees optional
06 assisting and caring 1 required
  • required, not held secure sensitive customer's information required

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a ICT help desk manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 8 skills that carry over
Skill Type
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held create solutions to problems skill
  • already held educate on data confidentiality skill
  • already held provide ICT support skill
  • already held prioritise requests skill
  • already held provide customer follow-up services skill
  • already held use customer relationship management software skill
The 1 learning area not shown above
Skill to acquire Tier
07 information and communication technologies (icts) 2 supplementary
  • optional, not held ICT help platforms optional
  • optional, not held ICT process quality models optional
9 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held ICT help platforms optional
  • optional, not held ICT market optional
  • optional, not held ICT process quality models optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance management optional
  • optional, not held coach employees optional
  • optional, not held manage schedule of tasks optional
  • optional, not held perform project management optional
  • optional, not held train employees optional
24 held skills the ICT help desk manager role does not ask for
Skill Type
  • not needed by the target role adapt to changing situations skill
  • not needed by the target role answer incoming calls 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 guarantee customer satisfaction skill
  • not needed by the target role handle helpdesk problems skill
  • 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 keep task records skill
  • not needed by the target role knowledge base knowledge
  • not needed by the target role listen actively skill
  • not needed by the target role perform data analysis skill
  • not needed by the target role perform escalation procedure 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
7 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier
  • required, not held product comprehension required
  • required, not held organisational structure required
  • optional, not held ICT help platforms optional
  • optional, not held ICT market optional
  • optional, not held ICT process quality models optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance management optional
Index

Other moves recorded from call centre agent

Full index of moves from call centre agent

Note

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.