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ICT help desk agent

Also called IT help desk agent, ICT helpdesk agent, IT help desk advisor

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.

Will there be jobs?Yes, good prospects45 jobs to fill by 2035 for every 100 people doing this work today.Information and communications techniciansWhat does it pay?About averageFrom about €1,700 (Bulgaria) to €7,000 (Ireland) a month, depending on the country.Estimate · Information and communications techniciansWhat do I need to study?Usually post-secondary or a short degree5 in 10 have a degree. 4 in 10 train through vocational routes.Information and communications techniciansWill AI change it?ModeratelyLevel 4 of 6. AI could take on part of most tasks, but none fully.ICT user support technicians · ILO

What you'd do

ICT user support technicians · ILO
  • Answering user inquiries regarding software or hardware operation to resolve problems
  • Entering commands and observing system functioning to verify correct operations and detect errors
  • Installing and performing minor repairs to hardware, software or peripheral equipment, following design or installation specifications
  • Overseeing the daily performance of communications and computer systems
  • Setting up equipment for employee use and performing or ensuring proper installation of cables, operating systems or appropriate software
  • Maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Emulating or reproducing technical problems encountered by users
  • Consulting user guides, technical manuals and other documents to research and implement solutions
  • Assisting applications programmers, systems developers and other ICT professionals to develop and test ICT products and services
Use ICT hardwareUse ICT ticketing systemKeep up to date on product knowledgeProvide ICT supportPrioritise requests+ 11 more essential skills
What the work is like
  • Indoors
  • A mix of sitting and standing
  • Lots of contact with people
  • Good freedom to decide
  • Often more than 40 hours a week
  • Deadlines most weeks
  • Some repetitive tasks
US data: based on the O*NET profile of the US job "Computer User Support Specialists"

Will there be jobs?

Yes, good prospects

Many jobs will need filling by 2035.

People working as information and communications technicians in the EU
1.49m2.03m2.48m 201520232035

Solid: measured. Dashed: forecast.

Jobs to fill, 2026–2035
368,000 new jobs 590,000 replacing leavers
Jobs to fill per 100 people working now
Information and communications technicians45
All jobs29
Right now
6 of 27 countries report a shortage of ICT user support technicians, 5 a surplus.
ICT user support technicians · EURES

What does it pay?

About average

Pay depends a lot on the country: from about €1,700 a month (Bulgaria) to €7,000 (Ireland), before tax.

Pick a country at the top of the page to see typical pay there, for people under 30, and compared with all jobs.

Among technicians and associate professionals in the EU, women earn 16% less per hour than men. Technicians and associate professionals · Eurostat

What do I need to study?

Usually post-secondary or a short degree

Post-secondary training or a short degree in software and applications development and analysis is the usual route.

Highest qualification of information and communications technicians (EU, 2025)
Degree 46%Vocational 33%General secondary 13%Basic schooling 8%
Fields that teach it
Software and applications development and analysis · Wholesale and retail sales
Vocational route, EU
4 in 10 trainees in this field
ICT graduates in a matching job
77% in the EU

887 institutions in the EU offer ICT bachelor's degrees. Pick a country at the top of the page to see where to study and the official course finders.

Will AI change it?

Moderately

AI could take on part of most tasks, but none fully.

How exposed is this job? ILO scale
Very low
Low
Some tasks
Moderate
Significant
High

Average task score 0.47 on a scale from 0 (AI can't do it) to 1 (AI could do it fully).

See the score for each of the 9 tasks
Consulting user guides, technical manuals and other documents to research and implement solutions0.67
Assisting applications programmers, systems developers and other ICT professionals to develop and test ICT products and services0.64
Answering user inquiries regarding software or hardware operation to resolve problems0.63
Maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities0.57
Emulating or reproducing technical problems encountered by users0.55
Overseeing the daily performance of communications and computer systems0.47
Entering commands and observing system functioning to verify correct operations and detect errors0.30
Setting up equipment for employee use and performing or ensuring proper installation of cables, operating systems or appropriate software0.27
Installing and performing minor repairs to hardware, software or peripheral equipment, following design or installation specifications0.14

Based on what AI could technically do when assessed in 2025. It is not a forecast for a future year, and not a forecast of job losses. Scores for ICT user support technicians. Source: ILO (2025), adapted (credits).