Table 1Transition record

contact centre supervisortoICT help desk manager

A contact centre supervisor already meets 35% of what the ICT help desk manager role asks for. The move turns on 10 required skills not yet in the profile.

From contact centre supervisor

35%

Overlap1

To ICT help desk manager

9 Skills carried over

10 Required, not held

62.8 Difficulty2

Career overlap Distant match

35%

Learning distance Substantial retraining

62.8/ 100

Easy adjacentmoderatesubstantialcareer change Hard

1 Share of the ICT help desk manager role’s weighted skill requirement already met by the contact centre supervisor 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 manager role treats 6 of its required skills as things a contact centre supervisor already does. These are the ones it depends on most.

analyse staff capacity
characteristics of products
characteristics of services
create solutions to problems
forecast workload
manage staff

What stands in the way is 10 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 9 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 contact centre supervisor background worth leading with.

Skill the target role also needs Area

already held call quality assurance management business, administration and law
already held forecast workload management skills
already held analyse staff capacity management skills
already held characteristics of services business, administration and law
already held characteristics of products engineering, manufacturing and construction
already held train employees communication, collaboration and creativity

All 9 carried skills, including the 6 the ICT help desk manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 19 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 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

02 business, administration and law 2 required, 2 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

03 communication, collaboration and creativity 2 required, 1 supplementary

required, not held communicate with customers required
required, not held educate on data confidentiality required

optional, not held coach employees optional

04 information skills 2 required

required, not held keep up to date on product knowledge required
required, not held supervise data entry required

05 assisting and caring 1 required, 1 supplementary

required, not held secure sensitive customer's information required

optional, not held provide customer follow-up services optional

06 information and communication technologies (icts) 2 supplementary

optional, not held ICT help platforms optional
optional, not held ICT process quality models optional

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 9 skills that carry over

Skill Type

already held analyse staff capacity skill
already held characteristics of products knowledge
already held characteristics of services knowledge
already held create solutions to problems skill
already held forecast workload skill
already held manage staff skill
already held call quality assurance management knowledge
already held perform project management skill
already held train employees skill

The 1 learning area not shown above

Skill to acquire Tier

07 management skills 2 supplementary

optional, not held manage schedule of tasks optional
optional, not held prioritise requests 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 coach employees optional
optional, not held manage schedule of tasks optional
optional, not held prioritise requests optional
optional, not held provide customer follow-up services optional
optional, not held use customer relationship management software optional

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

Skill Type

not needed by the target role analyse customer service surveys skill
not needed by the target role contact customers skill
not needed by the target role coordinate operational activities skill
not needed by the target role create a work atmosphere of continuous improvement skill
not needed by the target role customer relationship management knowledge
not needed by the target role customer service knowledge
not needed by the target role e-commerce systems knowledge
not needed by the target role fix meetings skill
not needed by the target role follow company standards skill
not needed by the target role handle customer complaints skill
not needed by the target role handle helpdesk problems skill
not needed by the target role keep records of customer interaction skill
not needed by the target role liaise with managers skill
not needed by the target role manage resources skill
not needed by the target role measure call quality skill
not needed by the target role measure customer feedback skill
not needed by the target role monitor customer service skill
not needed by the target role motivate employees skill
not needed by the target role perform data analysis skill
not needed by the target role present reports skill
not needed by the target role recruit employees skill
not needed by the target role respond to customers' inquiries skill
not needed by the target role supervise work skill
not needed by the target role teamwork principles knowledge

6 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

Index

Other moves recorded from contact centre supervisor

Full index of moves from contact centre supervisor

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.