Description
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Alternative labels
handle a helpdesk problem
handling a helpdesk problem
deal with helpdesk problems
solve helpdesk problems
handling helpdesk problems
support helpdesk problems
administer helpdesk problems
Skill type
skill/competence
Skill reusability level
cross-sector
Relationships with occupations
Essential skill
Handle helpdesk problems is an essential skill of the following occupations:
Optional skill
Handle helpdesk problems is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.
Telephone switchboard operator: Telephone switchboard operators establish telephone connections by using switchboards and consoles. They also answer customer inquiries and service problem reports.
Call centre agent: Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Contact centre supervisor: Contact centre supervisors oversee and coordinate the activities of contact centre employees. They ensure that daily operations run smoothly through resolving issues, instructing and training employees and supervising tasks.
ICT help desk agent: ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Customer contact centre information clerk: Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.
Contact centre manager: Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Live chat operator: Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
References
- Handle helpdesk problems – ESCO
