The pathway
How you actually get there, here
How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.
- 1
IT Service Desk / Helpdesk Role
1-2 yearsSkills to master
- Troubleshooting common software issues, understanding user pain points, clear communication under pressure, documenting solutions.
You're ready to move on when
- You're consistently resolving 'how-to' tickets for common business applications.
- You enjoy helping users and can explain technical concepts patiently.
- You've started suggesting improvements to the knowledge base or support processes.
- 2
Administrative Assistant / Office Manager with Tech Focus
1-3 yearsSkills to master
- Organising training, managing shared digital resources (e.g., SharePoint sites), supporting team members with software, identifying process inefficiencies.
You're ready to move on when
- You're the 'go-to' person in your office for tech questions.
- You've taken initiative to set up new digital tools or organise training for your team.
- You're always looking for ways to make administrative tasks more efficient using technology.
- 3
Learning & Development (L&D) Coordinator
1-2 yearsSkills to master
- Designing and delivering training, understanding adult learning principles, creating engaging learning materials, assessing learning effectiveness.
You're ready to move on when
- You've successfully delivered training sessions on software or processes.
- You understand how to break down complex topics into digestible learning modules.
- You're passionate about helping people acquire new skills.