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.
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. The role shows moderate AI exposure (0.50 on a 0-1 scale) — some tasks are being automated but the role adapts. The most in-demand skills for the role include characteristics of products, ICT system user requirements, product comprehension, characteristics of services, guarantee customer satisfaction.
Pay in the UK
UK: median £35,128 a year for IT user support technicians (ONS ASHE 2025, full-time)
Middle half of full-time jobs: £29,206 to £44,720 a year
UK jobs are grouped differently; this is the closest UK occupation group (ONS SOC 2020 3132). ONS rates this estimate precise. 2025 provisional figures; ONS revises them a year later. Source: ONS Annual Survey of Hours and Earnings (Open Government Licence)
Pay in India (occupation group)
Average monthly earnings of salaried employees in the occupation group “Technicians and associate professionals” in India, from the Government of India's Periodic Labour Force Survey (January–December 2025). It covers everyone in this group, not only ICT help desk agent, and it is not US pay converted to rupees.
Source: MoSPI (Government of India), Periodic Labour Force Survey Annual Report 2025, Table 51 — average wage/salary earnings of regular wage/salaried employees, NCO-2015 division 3. Official India data gives one average per occupation group: there are no official India figures for single careers, experience levels or cities. Read the report
Top skills
Knowledge you'll build
- Computers and Electronics
- Customer and Personal Service
- Telecommunications
- English Language
- Education and Training
- Mechanical
- Engineering and Technology
- Administration and Management
What you'd actually do
- Oversee the daily performance of computer systems.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
Tools & technology you'd use
Frequently asked questions
What does ICT help desk agent do?
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.
What skills does ICT help desk agent need?
The most in-demand skills for this role include characteristics of products, ICT system user requirements, product comprehension, characteristics of services, guarantee customer satisfaction, keep up to date on product knowledge. These are the skills O*NET identifies as most important for competent performance.
Will AI replace ICT help desk agent?
Our AI-durability model gives ICT help desk agent a score of 0.50 on a 0-1 scale (higher = more exposure). That places it at moderate AI exposure — some tasks are being automated but the role adapts. Learning to work with AI tools rather than against them is the path forward.