Table 1Transition record

ICT help desk managertoafter-sales service technician

A ICT help desk manager already meets 31% of what the after-sales service technician role asks for. The move turns on 10 required skills not yet in the profile.

From ICT help desk manager

31%

Overlap1

To after-sales service technician

7 Skills carried over

10 Required, not held

67.4 Difficulty2

Career overlap Distant match

31%

Learning distance Substantial retraining

67.4/ 100

adjacentmoderatesubstantialcareer change

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

characteristics of products
characteristics of services
communicate with customers
create solutions to problems
product comprehension
provide customer follow-up services

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 7 skills that carry over, these are the ones fewest other occupations ask for. A after-sales service technician role needs them, and most people applying for one will not have them already. This is the part of a ICT help desk manager background worth leading with.

Skill the target role also needs Area

already held manage schedule of tasks management skills
already held characteristics of services business, administration and law
already held characteristics of products engineering, manufacturing and construction
already held provide customer follow-up services assisting and caring
already held product comprehension business, administration and law
already held communicate with customers communication, collaboration and creativity

All 7 carried skills, including the 6 the after-sales service technician role treats as required.

Table 3

Table 3 · What you would need to learn

The 22 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 5 required, 4 supplementary

required, not held advise on merchandise features required
required, not held contact customers required
required, not held execute after sales activities required
required, not held implement customer follow-up required
required, not held implement sales strategies required

optional, not held maintain relationship with customers optional
optional, not held address problems critically optional
optional, not held apply technical communication skills optional
optional, not held listen actively optional

02 business, administration and law 2 required, 2 supplementary

required, not held customer service required
required, not held customer relationship management required

optional, not held sales activities optional
optional, not held sales strategies optional

03 assisting and caring 2 required, 1 supplementary

required, not held guarantee customer satisfaction required
required, not held ensure compliance with legal requirements required

optional, not held provide information optional

04 engineering, manufacturing and construction 1 required, 1 supplementary

required, not held maintenance operations required

optional, not held electronic and telecommunication equipment optional

05 information skills 2 supplementary

optional, not held monitor after sales records optional
optional, not held keep records of customer interaction optional

06 services 1 supplementary

optional, not held consumer protection optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a after-sales service technician 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 7 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 product comprehension knowledge
already held provide customer follow-up services skill
already held manage schedule of tasks skill

The 1 learning area not shown above

Skill to acquire Tier

07 working with computers 1 supplementary

optional, not held solve technical problems optional

12 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held electronic and telecommunication equipment optional
optional, not held maintain relationship with customers optional
optional, not held monitor after sales records optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held address problems critically optional
optional, not held apply technical communication skills optional
optional, not held consumer protection optional
optional, not held keep records of customer interaction optional
optional, not held listen actively optional
optional, not held provide information optional
optional, not held solve technical problems optional

21 held skills the after-sales service technician role does not ask for

Skill Type

not needed by the target role ICT help platforms knowledge
not needed by the target role ICT market knowledge
not needed by the target role ICT process quality models knowledge
not needed by the target role ICT quality policy knowledge
not needed by the target role analyse staff capacity skill
not needed by the target role call quality assurance management knowledge
not needed by the target role coach employees skill
not needed by the target role educate on data confidentiality skill
not needed by the target role forecast workload skill
not needed by the target role keep up to date on product knowledge skill
not needed by the target role manage staff skill
not needed by the target role organisational structure knowledge
not needed by the target role perform project management skill
not needed by the target role prioritise requests skill
not needed by the target role provide ICT support skill
not needed by the target role secure sensitive customer's information skill
not needed by the target role supervise data entry skill
not needed by the target role train employees 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

7 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 service required
required, not held customer relationship management required
required, not held maintenance operations required
optional, not held electronic and telecommunication equipment optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held consumer protection optional

Index

Other moves recorded from ICT help desk manager

Full index of moves from ICT help desk manager

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.