A blog from EPX IT Service Desk Engineer, Kyle...
When people think about IT support, they usually picture someone fixing computers, solving technical problems or working through complicated systems behind the scenes.
And while that's certainly part of the job, I've learned that some of the most important skills in IT have very little to do with technology at all.
Communication
For me, one of the biggest parts of the role is communication.
Not everyone speaks the language of IT, and they shouldn't be expected to. When something stops working, people are often trying to carry on with their day while dealing with a problem that's preventing them from doing their job. The last thing they need is someone explaining the issue using technical jargon they don't understand.
A big part of working on the Service Desk is being able to meet people at their own level of knowledge.
Listening before trying to fix the issue
Sometimes that means breaking a problem down into simple steps. Sometimes it means reassuring someone that they haven't done anything wrong. And sometimes it simply means listening before trying to fix the issue.
I've also found that patience and a sense of humour can go a long way.
Technology can be frustrating. We've all had those moments where something that worked perfectly yesterday suddenly refuses to cooperate. A friendly conversation or a light-hearted comment can often help take the stress out of the situation and turn what started as a problem into a positive interaction.
Of course, solving the technical issue is still the goal.
Building confidence in technology
But I think the best IT support does more than just fix computers. It helps people feel comfortable asking questions, builds confidence in the technology they use every day and creates trust between the support team and the people they are helping.
At EPX IT, that's something I've seen across the whole team.
Technical knowledge will always be important, but it's the human side of IT support that people often remember long after the problem itself has been solved.....
- "Very rapid response to my issue and Kyle managed to resolve this immediately"
- "Speedy IT solutions delivered in a friendly and understandable manner, staff always willing to go above and beyond."
- "Great company, extremely knowledgeable and very helpful. Nothing too much trouble."
