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

ICT help desk managertoICT help desk agent

A ICT help desk manager already meets 57% of what the ICT help desk agent role asks for. The move turns on 7 required skills not yet in the profile.

From ICT help desk manager
57%
Overlap1
To ICT help desk agent
15 Skills carried over
7 Required, not held
47.6 Difficulty2
Career overlap Partial match

57%

Learning distance Real move, short list to learn

47.6/ 100

1 Share of the ICT help desk agent role’s weighted skill requirement already met by the ICT help desk manager 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.

Why

Why this move works

A ICT help desk agent role treats 13 of its required skills as things a ICT help desk manager already does. These are the ones it depends on most.

  • characteristics of products
  • characteristics of services
  • communicate with customers
  • create solutions to problems
  • keep up to date on product knowledge
  • manage schedule of tasks

What stands in the way is 7 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

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 ICT help desk manager background worth leading with.

Skill the target role also needs Area
  • already held provide ICT support working with computers
  • already held ICT help platforms information and communication technologies (icts)
  • already held prioritise requests management skills
  • already held keep up to date on product knowledge information skills
  • already held educate on data confidentiality communication, collaboration and creativity
  • already held use ICT hardware working with computers

All 15 carried skills, including the 13 the ICT help desk agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 17 missing skills fall into 6 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 communication, collaboration and creativity 2 required, 2 supplementary
  • required, not held identify customer's needs required
  • required, not held support ICT system users required
  • optional, not held handle helpdesk problems optional
  • optional, not held perform escalation procedure optional
02 assisting and caring 2 required, 1 supplementary
  • required, not held assist customers required
  • required, not held guarantee customer satisfaction required
  • optional, not held answer incoming calls optional
03 working with computers 1 required, 4 supplementary
  • required, not held solve ICT system problems required
  • optional, not held implement a virtual private network optional
  • optional, not held implement anti-virus software optional
  • optional, not held perform data analysis optional
  • optional, not held use e-services optional
04 information and communication technologies (icts) 1 required, 2 supplementary
  • required, not held ICT system user requirements required
  • optional, not held information confidentiality optional
  • optional, not held knowledge base optional
05 information skills 1 required
  • required, not held keep task records required
06 engineering, manufacturing and construction 1 supplementary
  • optional, not held ICT infrastructure optional
Table 4

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.

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

Appendix

Appendix · The rest of the record

All 15 skills that carry over
Skill Type
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held communicate with customers skill
  • already held create solutions to problems skill
  • already held keep up to date on product knowledge skill
  • already held manage schedule of tasks skill
  • already held prioritise requests skill
  • already held product comprehension knowledge
  • already held provide ICT support skill
  • already held provide customer follow-up services skill
  • already held use ICT hardware skill
  • already held use ICT ticketing system skill
  • already held use customer relationship management software skill
  • already held ICT help platforms knowledge
  • already held educate on data confidentiality skill
10 supplementary skills, helpful but not required
Skill to acquire Tier
  • 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 answer incoming calls optional
  • optional, not held handle helpdesk problems optional
  • optional, not held knowledge base optional
  • optional, not held perform data analysis optional
  • optional, not held perform escalation procedure optional
  • optional, not held use e-services optional
13 held skills the ICT help desk agent role does not ask for
Skill Type
  • not needed by the target role ICT market knowledge
  • not needed by the target role ICT process quality models knowledge
  • not needed by the target role ICT quality policy knowledge
  • not needed by the target role analyse staff capacity skill
  • not needed by the target role call quality assurance management knowledge
  • not needed by the target role coach employees skill
  • not needed by the target role forecast workload skill
  • not needed by the target role manage staff skill
  • not needed by the target role organisational structure knowledge
  • not needed by the target role perform project management skill
  • not needed by the target role secure sensitive customer's information skill
  • not needed by the target role supervise data entry skill
  • not needed by the target role train employees skill
4 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 ICT system user requirements required
  • optional, not held ICT infrastructure optional
  • optional, not held information confidentiality optional
  • optional, not held knowledge base optional
Index

Other moves recorded from ICT help desk manager

Full index of moves from ICT help desk manager

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.