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

live chat operatortoICT help desk agent

A live chat operator already meets 42% of what the ICT help desk agent role asks for. The move turns on 12 required skills not yet in the profile.

From live chat operator
42%
Overlap1
To ICT help desk agent
14 Skills carried over
12 Required, not held
60.7 Difficulty2
Career overlap Partial match

42%

Learning distance Substantial retraining

60.7/ 100

1 Share of the ICT help desk agent role’s weighted skill requirement already met by the live chat operator 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 8 of its required skills as things a live chat operator already does. These are the ones it depends on most.

  • characteristics of products
  • characteristics of services
  • create solutions to problems
  • guarantee customer satisfaction
  • keep task records
  • prioritise requests

What stands in the way is 12 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 14 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 live chat operator background worth leading with.

Skill the target role also needs Area
  • already held perform escalation procedure communication, collaboration and creativity
  • already held prioritise requests management skills
  • already held handle helpdesk problems communication, collaboration and creativity
  • already held answer incoming calls assisting and caring
  • already held knowledge base information and communication technologies (icts)
  • already held use customer relationship management software working with computers

All 14 carried skills, including the 8 the ICT help desk agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 18 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 working with computers 4 required, 3 supplementary
  • required, not held use ICT hardware required
  • required, not held provide ICT support 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
02 communication, collaboration and creativity 3 required, 1 supplementary
  • required, not held identify customer's needs required
  • required, not held support ICT system users required
  • required, not held communicate with customers required
  • optional, not held educate on data confidentiality optional
03 information and communication technologies (icts) 1 required, 1 supplementary
  • required, not held ICT system user requirements required
  • optional, not held ICT help platforms optional
04 assisting and caring 1 required
  • required, not held assist customers required
05 business, administration and law 1 required
  • required, not held product comprehension required
06 information skills 1 required
  • required, not held keep up to date on product knowledge required

2 further areas in the appendix

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 14 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 guarantee customer satisfaction skill
  • already held keep task records skill
  • already held prioritise requests 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 handle helpdesk problems skill
  • already held information confidentiality knowledge
  • already held knowledge base knowledge
  • already held perform data analysis skill
  • already held perform escalation procedure skill
The 2 learning areas not shown above
Skill to acquire Tier
07 management skills 1 required
  • required, not held manage schedule of tasks required
08 engineering, manufacturing and construction 1 supplementary
  • optional, not held ICT infrastructure optional
6 supplementary skills, helpful but not required
Skill to acquire Tier
  • 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 educate on data confidentiality optional
  • optional, not held use e-services optional
21 held skills the ICT help desk agent role does not ask for
Skill Type
  • not needed by the target role adapt to changing situations skill
  • not needed by the target role call-centre technologies knowledge
  • not needed by the target role carry out active selling skill
  • not needed by the target role communication principles knowledge
  • not needed by the target role discern written communication skill
  • 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 exercise patience 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 perform multiple tasks at the same time skill
  • not needed by the target role persuade clients with alternatives skill
  • not needed by the target role process data skill
  • not needed by the target role respond to inquiries in written form skill
  • not needed by the target role sales argumentation knowledge
  • not needed by the target role type at speed skill
  • not needed by the target role use communication devices skill
  • not needed by the target role use communication techniques skill
  • not needed by the target role use internet chat skill
  • not needed by the target role utilise cross-selling skill
  • not needed by the target role work with e-services available to citizens 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
  • required, not held product comprehension required
  • optional, not held ICT help platforms optional
  • optional, not held ICT infrastructure optional
Index

Other moves recorded from live chat operator

Full index of moves from live chat operator

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.