ICT helpdesk staff

Synonymous designation: User support employee, end user support employee, first level support employee, service desk employee
Job group: Operation (run)
Job number: 41

Professional Tasks

Collect and classify necessary information
Update fault statistics
Enable access permissions and user IDs in exceptional situations
Ensure that queries, issues and incidents are monitored until fully resolved

Education

Apprenticeship/baccalaureate
University
Higher vocational education and training

Requirements (1 to 4)

Low knowledge / experience / competence requirements
Increased knowledge / experience / competence requirements
High knowledge / experience / competence requirements
Very high knowledge / experience / competence requirements

Areas of competence

Personal competencies	1	2	3	4
Personnel management Personnel management Team behavior Personnel management comp. 2
Communication Communication Ability to deal with conflict and criticism Identify conflicts and develop solution strategies Ability to constructively address and resolve communication issues and conflicts Ability to deal with difficult situations Ability to give feedback and deal with feedback Ability to reach consensus Ability to engage in dialog Ability to lead dialog Empathy and understanding Interpersonal skills Openness to differences in age, gender, religion, disability and nationality Diplomatic Persuasive Dialectics (discussion and negotiation, conference management) Rhetorical skills Negotiation skills Enthusiasm Ability to inspire customers Credibility and authenticity Ability to act and appear credible and authentic Verbal and non-verbal communication Articulate Appropriate written and oral communication for the target audience Comprehensibility and clarity Presentation skills Moderation skills Ability to lead talks and meetings Information management Information gathering Information processing Information transfer Teaching skills Conveying knowledge Teaching and instructional skills
Self-management/personal conduct Self-management/personal conduct Motivation and commitment Personal responsibility Ambition, initiative, dynamism and commitment Desire to play an active role Work-life balance Self-reflection Self-awareness, in touch with own feelings Self-control, ability to constructively classify one’s own emotions Self-confidence and self-assurance Technique Task planning and prioritization, time management, established procedures Systematic and disciplined approach Planning and organization of your own workstation Organizational skills Ability to cope with stress, resilience Deal with unforeseen events Deal with complex situations Willingness and ability to learn Willingness and ability to learn Personal skills Appearance, impression, charisma Self-assurance and self-control Emotional creativity Ability to empathize with others Trustworthiness Ability to draw connections
Social competencies Social competencies Sensitivity Cooperative and tolerant Capable of integration and teamwork Collaboration with management Willingness to share information Self-discipline, high frustration tolerance, self-control Sense of responsibility, conscientiousness, reliability Respect and appreciation Ethics, integrity, loyalty, credibility, solidarity Win-win mentality
Design and problem solving Design and problem solving Innovativeness Ability to develop visions and strategies Ability to identify and seize opportunities Ability to deal with areas of tension and contradictions Openness and flexibility toward change Problem-solving skills Ability to identify and analyze problems Ability to recognize complexity, think in terms of alternatives, synthesize Systematic and structured thinking Analytical, logical thinking ability Strategic thinking and action Decision-making skills Ability to make decisions Ability to manage decision-making processes Ability to implement decisions Ability to implement decisions Willingness and ability to take risks (experiment) Results-oriented action Creativity Ability to independently find solutions to problems Imagination, intuition Talent for improvisation Creative ideas Innovativeness Focus on results Focus on results and objectives Ability to share and exemplify company values Entrepreneurial thinking and action
Deal with complexity Deal with complexity Think in systems (analyze, abstract, structure, order, synthesize) Categorize (differentiate between open and closed systems, between structural and behavioral complexity) Separate system and environment (demarcation) Form subsystems (divide a system into subareas) Form groups (forming element clusters with like elements) Network (represent relationships and interactions between elements, clusters, subsystems, etc.) Visualize (create system, relationship, process, development, portfolio graphics, etc.) Deal with uncertainties and probabilities
Abstract thinking ability Abstract thinking ability Convey abstract concepts (presentation of results, visualization techniques) Envision the future Links Categorization, classification Simplification, focus on the essential Analogies, equivalences Open-mindedness, creativity, willingness to experiment Recognition of overarching connections Think in models Imagination

Business/position-related skills	1	2	3	4
Business, administrative and control processes as well as compliance Business, administrative and control processes as well as compliance Environment, market Core processes of the company Value chain of the company Critical success factors Process optimization, process quality Business process reengineering Process mining Codes of conduct and legal aspects/obligations in ICT (copyright, contract, liability, procurement law, etc.)
Company policy/culture/organization Company policy/culture/organization Attentiveness Reflection Adaptability Cultural sensitivity Decision-making behavior
Business contexts Business contexts Budgeting Finance and controlling Accounting Procurement (make or buy) Supply chain management Investments Production factors Product and market development Marketing and sales, pricing Communication Value creation Corporate strategies Corporate policy Stakeholders Effectiveness and efficiency Key performance indicators (KPIs)
Competitive situation in the sector Competitive situation in the sector Competitiveness Understanding of the industry Market models Marketability Generic strategies
Change in the business through ICT Change in the business through ICT Customer and stakeholder focus Service orientation Market orientation Transformation Navigation
Consulting and sales Consulting and sales Consultation process Offers, quotations Acquisition and conclusion Pricing Negotiation technique

Technical and methodological competencies	1	2	3	4
ICT management ICT management IT strategy Information technologies Potential improvements Project portfolio Best practices, benchmarks Third-party services IT governance
Project management Project management Team behavior Project initialization Project planning Project handling Project management support Project problems Project management concepts, methods and tools
Risk management Risk management Project risks Risks during system operation Risks of organizational units Emergency scenarios IT compliance
Quality management Quality management System tests/system checks Configuration management Quality assurance, quality assurance systems Releases/upgrades Metrology, test procedures Process quality Product quality Effectiveness and costs of quality management Customer satisfaction
Service design Service design Service design principles and methods Service design processes Service design technology-related activities Service design organization (roles and responsibilities) Service design implementation
Architectures Architectures Platform strategy Service strategy System architecture Network architecture Software architecture Application architecture Data architecture Security architecture
Methodological competency Methodological competency Project management Software development Process description, presentation, measurement and improvement Design of architectures Testing ICT security Risk management Quality management
Ergonomics and usability Ergonomics and usability Human-machine interface ergonomics Interaction design, accessibility User requirements System analyses (user cases, user stories) Contextual/online analyses and surveys Information visualization and content structure Layouts, design principles Agile prototyping, mockup testing and assessment Usability coaching (implementation) Web analytics (usage verification) Usable user manuals, e-learning content
ICT business administration ICT business administration Offers Licenses Contracts Investments Profitability Value creation in business processes Procurement of ICT systems and ICT services Budgeting and billing Cost estimate, cost control ICT controlling instruments Product and key account management
Organization Organization Organizational structure Process structure Strategic planning Operational planning Organizational weaknesses Processes and structures Reorganization
Information security Information security Security strategies and architectures Security processes in the company General security situation Security cycle ICT basic protection Application, database, network and system security across various platforms and architectural models (e.g. cloud) Security testing procedures Data security and protection Encryption method Protection and security functions Identity and access management Information risk management Regulatory requirements
Business and requirements engineering Business and requirements engineering Analytical and conceptual skills Domain knowledge Interview technique Presentation of results Workshop moderation Clear presentation of complex issues Simplification Open-mindedness Imagination Process analysis and modeling Planning, organizational skills Modeling use cases Value-added analysis Working with stakeholders
Application engineering Application engineering Application architecture Software architecture Application development Preparation and transitioning of systems to production Software migration Change management Website/web applications E-business application Protection and security functions
Hardware engineering Hardware engineering Evaluation Commissioning Maintenance Change management Planning
Network engineering Network engineering Change management Cross-platform services Communication services Network systems and architectures Protection and security functions Directory services
Service engineering Service engineering Service strategy Services Service levels Problem management Service requests Change management
Data engineering/data management Data engineering/data management Data modeling Data warehouse Document management systems Content management systems Change management Data management
Technical software engineering Technical software engineering Sensors, actuators Controllers Microprocessor applications Real-time processes Control and regulating systems Real-time operating systems
Application operation Application operation Operation and monitoring Support Database systems Performance and capacity Migration Configurations
Network operation Network operation Operation and monitoring Support Performance and capacity Upgrades Configurations Infrastructure
Hardware operation Hardware operation Operation and monitoring Support Performance and capacity Upgrades Memory, scanners, printers, network components Configurations Infrastructure
ICT service operation ICT service operation Support Problem management Service requests Archive, backup, restore and repair Configurations DB administration Performance and capacity

Professional Tasks

Tasks with social interaction

Education

Requirements (1 to 4)

Areas of competence

Personnel management

Communication

Self-management/personal conduct

Social competencies

Design and problem solving

Deal with complexity

Abstract thinking ability

Business, administrative and control processes as well as compliance

Company policy/culture/organization

Business contexts

Competitive situation in the sector

Change in the business through ICT

Consulting and sales

ICT management

Project management

Risk management

Quality management

Service design

Architectures

Methodological competency

Ergonomics and usability

ICT business administration

Organization

Information security

Business and requirements engineering

Application engineering

Hardware engineering

Network engineering

Service engineering

Data engineering/data management

Technical software engineering

Application operation

Network operation

Hardware operation

ICT service operation

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