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

ICT help desk agenttoICT help desk manager

A ICT help desk agent already meets 58% of what the ICT help desk manager role asks for. The move turns on 6 required skills not yet in the profile.

From ICT help desk agent
58%
Overlap1
To ICT help desk manager
15 Skills carried over
6 Required, not held
41.9 Difficulty2
adjacent 0–30
moderate 30–55
substantial 55–75
career change 75–100
this move, 41.9

This move: 41.9 of 100 · moderate

1 Share of the ICT help desk manager 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 15 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 ICT help desk agent 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 educate on data confidentiality communication, collaboration and creativity
  • already held keep up to date on product knowledge information skills
  • already held use ICT hardware working with computers

All 15 carried skills, including the 10 the ICT help desk manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 13 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 management skills 3 required, 1 supplementary
  • required, not held analyse staff capacity required
  • required, not held forecast workload required
  • required, not held manage staff required
  • optional, not held perform project management optional
02 business, administration and law 1 required, 3 supplementary
  • required, not held organisational structure required
  • optional, not held ICT market optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance management optional
03 assisting and caring 1 required
  • required, not held secure sensitive customer's information required
04 information skills 1 required
  • required, not held supervise data entry required
05 communication, collaboration and creativity 2 supplementary
  • optional, not held coach employees optional
  • optional, not held train employees optional
06 information and communication technologies (icts) 1 supplementary
  • optional, not held ICT process quality models optional
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 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 educate on data confidentiality skill
  • already held keep up to date on product knowledge skill
  • already held product comprehension knowledge
  • already held provide ICT support skill
  • already held use ICT hardware skill
  • already held use ICT ticketing system skill
  • already held ICT help platforms knowledge
  • already held manage schedule of tasks skill
  • already held prioritise requests skill
  • already held provide customer follow-up services skill
  • already held use customer relationship management software skill
7 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held ICT market optional
  • optional, not held ICT process quality models optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance management optional
  • optional, not held coach employees optional
  • optional, not held perform project management optional
  • optional, not held train employees optional
17 held skills the ICT help desk manager role does not ask for
Skill Type
  • 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 answer incoming calls skill
  • not needed by the target role assist customers skill
  • not needed by the target role guarantee customer satisfaction skill
  • not needed by the target role handle helpdesk problems 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 knowledge base knowledge
  • 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 solve ICT system problems skill
  • not needed by the target role support ICT system users skill
  • not needed by the target role use e-services skill
5 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 organisational structure required
  • optional, not held ICT market optional
  • optional, not held ICT process quality models optional
  • optional, not held ICT quality policy optional
  • optional, not held call quality assurance 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.