Table 1Transition record

debt collectortoICT help desk manager

A debt collector already meets 25% of what the ICT help desk manager role asks for. The move turns on 11 required skills not yet in the profile.

From debt collector

25%

Overlap1

To ICT help desk manager

5 Skills carried over

11 Required, not held

70.7 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 70.7

This move: 70.7 of 100 · substantial

1 Share of the ICT help desk manager role’s weighted skill requirement already met by the debt collector 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 5 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 debt collector background worth leading with.

Skill the target role also needs Area

already held secure sensitive customer's information assisting and caring
already held organisational structure business, administration and law
already held product comprehension business, administration and law
already held communicate with customers communication, collaboration and creativity
already held create solutions to problems communication, collaboration and creativity

All 5 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 23 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.

Skill to acquire Tier

01 management skills 3 required, 3 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
optional, not held prioritise requests optional

02 working with computers 3 required, 1 supplementary

required, not held use ICT hardware required
required, not held provide ICT support required
required, not held use ICT ticketing system required

optional, not held use customer relationship management software 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 business, administration and law 1 required, 3 supplementary

required, not held characteristics of services required

optional, not held ICT market optional
optional, not held ICT quality policy optional
optional, not held call quality assurance management optional

05 communication, collaboration and creativity 1 required, 2 supplementary

required, not held educate on data confidentiality required

optional, not held coach employees optional
optional, not held train employees optional

06 engineering, manufacturing and construction 1 required

required, not held characteristics of products required

2 further areas 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 5 skills that carry over

Skill Type

already held communicate with customers skill
already held create solutions to problems skill
already held organisational structure knowledge
already held product comprehension knowledge
already held secure sensitive customer's information skill

The 2 learning areas 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

08 assisting and caring 1 supplementary

optional, not held provide customer follow-up services optional

12 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 prioritise requests optional
optional, not held provide customer follow-up services optional
optional, not held train employees optional
optional, not held use customer relationship management software optional

23 held skills the ICT help desk manager role does not ask for

Skill Type

not needed by the target role assess customers skill
not needed by the target role calculate debt costs skill
not needed by the target role civil process order knowledge
not needed by the target role consumer protection knowledge
not needed by the target role counsel clients skill
not needed by the target role credit control processes knowledge
not needed by the target role debt classification knowledge
not needed by the target role debt collection techniques knowledge
not needed by the target role debt systems knowledge
not needed by the target role enforce customer's debt repayment skill
not needed by the target role facilitate official agreement 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 law of obligation knowledge
not needed by the target role maintain client debt records skill
not needed by the target role meet deadlines skill
not needed by the target role office software knowledge
not needed by the target role perform debt investigation skill
not needed by the target role pose questions referring to documents skill
not needed by the target role present reports skill
not needed by the target role process payments skill
not needed by the target role show diplomacy skill
not needed by the target role use communication techniques 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 characteristics of products required
required, not held characteristics of services 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 debt collector

Full index of moves from debt collector

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.