Profession ICT help desk manager

ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.

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Personality Type

• Realistic / Investigative

Knowledge

• Characteristics of services

  The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

• Organisational structure

  Framework of the different departments within the organisation, as well its people, their roles and responsibilities.

• Product comprehension

  The offered products, their functionalities, properties and legal and regulatory requirements.

• Characteristics of products

  The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

Skills

• Secure sensitive customer's information

  Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.

• Supervise data entry

  Supervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.

• Use ICT ticketing system

  Utilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, tracking changes and displaying the status of the ticket, until it is completed.

• Provide ICT support

  Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.

• Keep up to date on product knowledge

  Gather the latest information on developments related to the existing or supported products, methods or techniques.

• Manage staff

  Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

• Analyse staff capacity

  Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

• Educate on data confidentiality

  Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Forecast workload

  Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

Optional knowledge and skills

Source: Sisyphus ODB