ICT help desk agent
Also known as: IT help desk advisor, ICT service desk agent, ICT help desk advisor, IT help desk agent, ICT help desk agents, ICT helpdesk agents
About this occupation
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.
Essential skills and knowledge
- communicate with customers
- assist customers
- support ICT system users
- provide ICT support
- product comprehension
- characteristics of services
- use ICT ticketing system
- identify customer's needs
- characteristics of products
- solve ICT system problems
- guarantee customer satisfaction
- keep task records
Typical tasks and preparation
From the related US occupation profile Computer User Support Specialists (O*NET 15-1232.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Oversee the daily performance of computer systems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Typical education (US)
- Bachelor's Degree
- Preparation
- Job Zone 3 of 5
- Interests
- Conventional, Realistic, Investigative
Top skills: Reading Comprehension, Active Listening, Speaking, Critical Thinking, Complex Problem Solving, Writing
US median pay: US$61,860 a year (2025), 717,190 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- Computer StudiesO*NET: Computers and ElectronicsExtremely important (4.9)
- English or Literature in EnglishO*NET: English LanguageVery important (3.8)
- MetalworkO*NET: MechanicalVery important (3.7)
- Business Studies or EntrepreneurshipO*NET: Administration and ManagementVery important (3.6)
- Design and TechnologyO*NET: Design + Engineering and TechnologyImportant (3.4)
- Media StudiesO*NET: Communications and MediaImportant (3.2)
- Technical DrawingO*NET: DesignImportant (3.1)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone Three: Medium Preparation Needed
- Most common education (US)
- Bachelor's Degree
- Education
- Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
- Experience
- Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
- Training
- Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Computer Network Support Specialists
- Network and Computer Systems Administrators
- Computer Systems Engineers/Architects
- Computer Systems Analysts
- Software Developers
- Database Administrators
- Computer, Automated Teller, and Office Machine Repairers
- Information Security Analysts
- Information Security Engineers
- Software Quality Assurance Analysts and Testers
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.