Greater emphasis on Support rather than IT skills
That’s a slightly provocative title for this blog. After all, there are two elements here. ‘IT’ refers to the technical bit, the ‘hard’ skills, while ‘Support’ speaks to the ‘soft’ skills of dealing with people, the context of any problem and managing it through to resolution.
For any given problem to be resolved within an acceptable time-frame requires the support person to be able to deliver on both counts equally well.
So why do we make the assertion that there is a greater emphasis on Support skills rather than IT skills?