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.

Essential Skills and Competencies

PERKESO provides training with daily allowance of up to RM20.

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• assist customers • communicate with customers • create solutions to problems • guarantee customer satisfaction • identify customer's needs • keep task records • keep up to date on product knowledge • manage schedule of tasks • prioritise requests • provide ICT support • provide customer follow-up services • solve ICT system problems • support ICT system users • use ICT ticketing system • use customer relationship management software

Knowledge

• ICT system user requirements • characteristics of products • characteristics of services • product comprehension

Alternative Related Job

• IT help desk advisor • ICT service desk agent • ICT help desk advisor • IT help desk agent

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