Use ICT ticketing system

Utilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, tracking changes and displaying the status of the ticket, until it is completed.

skill/competence

cross-sector

Use ICT ticketing system is an essential skill of the following occupations:

ICT help desk manager: ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Telecommunications manager: Telecommunications managers coordinate telecommunications staff activities for installing, troubleshooting, repairing and maintaining telecommunications equipment and infrastructure. They oversee the research, evaluation and implementation of new technologies and ensure a safe working environment for the employees. They supervise the inventory of supplies as well as user and customer assistance actions.
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.
Webmaster: Webmasters deploy, maintain, monitor and support a web server to meet service requirements. They ensure optimum system integrity, security, backup and performance. They coordinate the content, quality and style of websites, execute the website strategy and update and add new features to websites.
ICT operations manager: ICT operations managers coordinate ICT services and infrastructure ensuring that the organisation has the required infrastructural resources. They also plan and monitor stages of either a business process or a computer process, negotiate contracts and take mitigation action in case of non-fulfilment of agreements. They oversee the day-to-day tasks involving infrastructure components, ICT systems and software.
Software manager: Software managers oversee the acquisition and development of software systems in order to provide support to all organisational units. They also monitor the results and quality of the different software solutions and projects implemented in the organisation.

Use ICT ticketing system 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.

ICT security manager: ICT security managers propose and implement necessary security updates. They advise, support, inform and provide training and security awareness and take direct action on all or part of a network or system.

ICT project manager: ICT project managers schedule, control and direct the resources, people, funding and facilities to achieve the objectives of ICT projects. They establish budgets and timelines, perform risk analysis and quality management, and complete project closure reports.
Data centre operator: Data centre operators maintain computer operations within the data centre. They manage daily activities within the centre to solve problems, maintain the system availability, and evaluate the system’s performance.
System configurator: System configurators tailor a computer system to the organisation’s and users’ needs. They adjust the base system and software to the needs of the customer. They perform configuration activities and scripting and ensure communication with users.

References

1. Use ICT ticketing system – ESCO