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Overview
ICT help desk agents answer questions and solve computer problems for users by phone, ticketing system, chat or other electronic channels.
In job descriptions, look for hardware and software support, helpdesk tickets, customer follow-up, escalation routines, knowledge bases, data confidentiality, antivirus tools, VPN setup and request prioritisation.
Explore this occupation
Search jobsWhat the work can involve
ICT help desk agents work at the first contact point for computer users. The role receives calls, tickets or messages, identifies the user problem, gives clear instructions and escalates issues that need deeper technical handling.
Skills and specializations
Useful strengths include ticketing systems, hardware and software troubleshooting, customer communication, knowledge-base use, request prioritisation, data confidentiality, antivirus tools, VPN setup and customer follow-up.
Salary context
Salary context depends on support hours, ticket volume, product range, escalation responsibility, language coverage, remote-support tools, security duties and whether the agent supports business-critical users. This guide does not provide salary amounts.
Career paths
Career paths can move toward senior help desk support, second-line support, system administration, service desk coordination, ICT training, customer success or support-team leadership.
Good to know
Check whether vacancies mention ticket queues, phone support, remote desktop tools, hardware setup, software incidents, VPN, antivirus, knowledge bases or escalation. These details show the technical depth and pace.
Editorial note
This guide is editorial career context. It is not official labour-market statistics or role-specific salary data.
Map overview
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O*NET relationships
See occupations connected to this ESCO occupation in the official O*NET–ESCO mapping. The relationship type comes from the source and is not a ranking or recommendation.
O*NET relationships: 1
Computer User Support Specialists
15-1232.00
Exact relationship
The official mapping treats the O*NET and ESCO occupations as closely equivalent.
Open in O*NETSource and method
These relationships come from the official European Commission O*NET–ESCO crosswalk.
Relationship direction: O*NET occupation to ESCO occupation.
Several O*NET occupations can point to the same ESCO occupation, and one O*NET occupation can point to several ESCO occupations.
AltoTrail preserves the source relationship type. The order is technical and does not show which occupation is best, most relevant or recommended.
AltoTrail validates and presents the source relationships without adding ranking or recommendation semantics.
Alternative labels
Occupation group
Information and communications technology user support technicians (3512)
Source facts
| ESCO URI | http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9 |
|---|---|
| ESCO code | 3512.1 |
| ISCO group | 3512 |
| Concept type | Occupation |