Table 1Transition record

ICT help desk agenttocustomer contact centre information clerk

A ICT help desk agent already meets 30% of what the customer contact centre information clerk role asks for. The move turns on 9 required skills not yet in the profile.

From ICT help desk agent

30%

Overlap1

To customer contact centre information clerk

8 Skills carried over

9 Required, not held

67 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 67

This move: 67 of 100 · substantial

1 Share of the customer contact centre information clerk role’s weighted skill requirement already met by the ICT help desk agent 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 8 skills that carry over, these are the ones fewest other occupations ask for. A customer contact centre information clerk role needs them, and most people applying for one will not have them already. This is the part of a ICT help desk agent background worth leading with.

Skill the target role also needs Area

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 assist customers assisting and caring
already held characteristics of services business, administration and law
already held characteristics of products engineering, manufacturing and construction

All 8 carried skills, including the 5 the customer contact centre information clerk role treats as required.

Table 3

Table 3 · What you would need to learn

The 24 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 communication, collaboration and creativity 3 required, 6 supplementary

required, not held communicate by telephone required
required, not held establish customer rapport required
required, not held provide customer follow-up required

optional, not held carry out active selling optional
optional, not held contact customers optional
optional, not held discern written communication optional
optional, not held improve customer interaction optional
optional, not held provide customers with price information optional
optional, not held draft corporate emails optional

02 information skills 2 required, 2 supplementary

required, not held collect customer data required
required, not held keep records of customer interaction required

optional, not held analyse call performance trends optional
optional, not held measure customer feedback optional

03 business, administration and law 2 required, 1 supplementary

required, not held customer insight required
required, not held customer service required

optional, not held customer relationship management optional

04 assisting and caring 1 required, 3 supplementary

required, not held perform customer management required

optional, not held follow up orders for customers optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional

05 working with computers 1 required

required, not held use databases required

06 management skills 2 supplementary

optional, not held prepare correspondence for customers optional
optional, not held process payments optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a customer contact centre information clerk 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 8 skills that carry over

Skill Type

already held answer incoming calls skill
already held characteristics of products knowledge
already held characteristics of services knowledge
already held communicate with customers skill
already held guarantee customer satisfaction skill
already held assist customers skill
already held handle helpdesk problems skill
already held knowledge base knowledge

The 1 learning area not shown above

Skill to acquire Tier

07 information and communication technologies (icts) 1 supplementary

optional, not held call-centre technologies optional

15 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held carry out active selling optional
optional, not held contact customers optional
optional, not held discern written communication optional
optional, not held follow up orders for customers optional
optional, not held improve customer interaction optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional
optional, not held provide customers with price information optional
optional, not held analyse call performance trends optional
optional, not held call-centre technologies optional
optional, not held customer relationship management optional
optional, not held draft corporate emails optional
optional, not held measure customer feedback optional
optional, not held prepare correspondence for customers optional
optional, not held process payments optional

24 held skills the customer contact centre information clerk role does not ask for

Skill Type

not needed by the target role ICT help platforms knowledge
not needed by the target role ICT infrastructure knowledge
not needed by the target role ICT system user requirements knowledge
not needed by the target role create solutions to problems skill
not needed by the target role educate on data confidentiality skill
not needed by the target role identify customer's needs skill
not needed by the target role implement a virtual private network skill
not needed by the target role implement anti-virus software skill
not needed by the target role information confidentiality knowledge
not needed by the target role keep task records skill
not needed by the target role keep up to date on product knowledge skill
not needed by the target role manage schedule of tasks skill
not needed by the target role perform data analysis skill
not needed by the target role perform escalation procedure skill
not needed by the target role prioritise requests skill
not needed by the target role product comprehension knowledge
not needed by the target role provide ICT support skill
not needed by the target role provide customer follow-up services skill
not needed by the target role solve ICT system problems skill
not needed by the target role support ICT system users skill
not needed by the target role use ICT hardware skill
not needed by the target role use ICT ticketing system skill
not needed by the target role use customer relationship management software skill
not needed by the target role use e-services 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 customer insight required
required, not held customer service required
optional, not held call-centre technologies optional
optional, not held customer relationship management optional

Index

Other moves recorded from ICT help desk agent

Full index of moves from ICT help desk agent

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.