Support ICT system users

Communicate with end users, instruct them on how to progress with tasks, use ICT support tools and methods to solve problems and identify possible side effects and provide solutions.

staff support
user assistance
provide guidance on the use

skill/competence

sector-specific

Support ICT system users is an essential skill of the following occupations:

Telecommunications engineer: Telecommunications engineers design, build, test and maintain telecommunication systems and networks, including radio and broadcasting equipment.
They analyse customer needs and requirements, ensure that the equipment meets regulations, and prepare and present reports and proposals on telecommunication-related problems. Telecommunications engineers design and oversee the service delivery in all it’s phases, supervising the installation and use of telecommunications equipment and facilities, preparing documentation and providing training for company staff once new equipment has been installed.
ICT system administrator: ICT system administrators are responsible for the upkeep, configuration, and reliable operation of computer and network systems, servers, workstations and peripheral devices. They may acquire, install, or upgrade computer components and software; automate routine tasks; write computer programs; troubleshoot; train and supervise staff; and provide technical support. They ensure optimum system integrity, security, backup and performance.
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.
Telecommunications engineering technician: Telecommunications engineering technician deploy, maintain and monitor a telecommunication system that provides interactions between data and voice communications, such as telephone, video conferencing, computer, and voicemail systems. They are also involved in the design, manufacturing, construction, maintenance and repair of telecommunication systems. Telecommunications engineering technicians provide technical assistance in the research and development of telecommunication equipment.

Support ICT system users 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.

Database administrator: Database administrators test, implement and administer computer databases. They use their expertise in database management systems to plan, coordinate and implement security measures to safeguard computer databases. They also use scripts and configuration files to tailor a database to users’ needs.

References

1. Support ICT system users – ESCO