351203 - Information and communication technology help desk technician

Supports and resolves information and communication technology (ICT) related issues experienced by the organization's employees or customers.

Main activities

• provides technical support for computers, software, printers and other ICT tools, repairs them;
• performs diagnostics and deals with networks, operating systems, data security, e. problems related to mail and other ICT tools;
• provides training to the organization's employees so that they can successfully use ICT tools;
• registers and tracks technical contract requirements, problem resolution times and reports;
• Communicates with customers or staff to ensure good customer service when solving problems related to ICT tools.

Characteristic competences

• install various ICT systems and equipment;
• use ICT infrastructure effectively;
• have technical skills related to ICT tools and their repair;
• identify and solve ICT malfunction problems;
• communicate and cooperate with clients;
• have knowledge of solving and preventing security problems.