directory , the computer registry , driver settings or the virus removal tool . As an IT professional you are tasked with serving the customer first and foremost . Sometimes this requires a skill set that far exceeds technical knowledge . That skill set includes listening , managing expectations and great communication .
The customer should never feel as if they are just another ITSM system ticket number . The customer should always be the priority even when your plate is full and even when the ball is in another IT pro ’ s court . Take ownership and finish strong . The customer ’ s technical issue should always be taken seriously from start to finish .
The way to becoming an exceptional IT professional is to always keep good customer service at the forefront of your service routine . The rewards to both the IT professional and the customer are worth their weight in gold .
Resourcefulness Being a resourceful IT professional can make the difference between resolved and unresolved technical issues . At the core of what makes an IT professional tick is the need to “ know ”. Whether it ’ s the need to know how something works or whether it ’ s the need to know why something doesn ’ t work anymore . The need to know will drive the best IT professionals to new levels of ingenuity for the sake of resolving the issue at hand .
A resourceful IT professional knows that it is not about knowing everything but it is all about the ability to find out what is needed in the moment that it ’ s needed . In my years of being an IT professional , I ’ ve come to realize that I will not always be the smartest guy in the room . Conversely , there have also been times when even the smartest guy in the room has an “ ah ha !” moment . The difference between the two is resourcefulness .
I implore any IT professional aspiring to be the best to work towards becoming a resourceful IT professional . When you become known as the one who can get the answers and get it done when no one else can , you will become the Exceptional IT Pro .
Technical Knowledge and Ability When I give potential candidates this little litmus test I expect that the highest ranked of the 3 attributes will be Technical knowledge . After all , it ’ s the most obvious top choice , right ? No , not at all . We are technical individuals working in a service capacity . We are here to serve the customer with our technical abilities .
Technical ability is at its core the essential part of the job . It ’ s the part of the job that most all IT professionals enjoy . It ’ s the part of the job that most all IT professionals want to excel at . It ’ s our common ground despite one ’ s level in the hierarchy of the IT organization . IT professionals are expected to be technical but the job is so much more than just technical .
I ’ ve seen " technical ability " be used as a weapon and a smoke screen . Tech snobbery can be ugly . Conversely , ineptitude is unacceptable . Your tech skills should serve as your foundation . You should always strive to grow your technical skills . But you should never allow your technical ability to get in the way of serving the customer and resolving the problem with the most care and efficiency .
Because we enjoy the technical aspects of the job we have to be careful not to get swept away in the technical facets of it . I ’ d advise any technician to be sure to get the customer back to work as quickly as possible with the least amount of disruption to their work . Sometimes for that to happen one has to move beyond the idea of the “ 4 hour fix ” within 30 minutes . If that means replacing a computer with a new one where the problem does not occur , then so be it . Remember , the customer doesn ’ t care about all of the technical bits in the same way that you do . They want to get the issue resolved with the least disruption as efficiently and as pleasantly as possible . The thought should be to get the customer back to work . When all is said and done , this approach may give you the chance to take the bad computer back to the lab for further inspection . There you can be " super tech " until your heart is content ( within reason ).
Don ' t misunderstand me here . Technical skill is of paramount importance ; that ' s why its even on the list to begin with , but in the context of serving the customer there is a lot more to the picture . We ' ve all known the genius IT guys who have the personalities of an eggshell . I ' ve seen those guys fail time and time again in the service oriented sector of IT . The combination of soft skills and technical skills and knowing when to use one over the other is where the rubber meets the road .
Ultimately , technical skill is important but a customer focused orientation will always save the day . This is the thought process that puts a tech on the road to becoming an exceptional IT professional .
About the Author
Corry Banks is both a Creative and an Information Technology Management professional with 20 years of experience in the field .
Fifteen of the 20 years were spent in the Legal IT sector working for large enterprises and international law firms such as Mayer Brown and Ogletree Deakins Nash Smoak and Stewart . Working upwards through the IT organizational hierarchy in various capacities over the past two decades has shaped Corry ' s perspective as a mentor , leader and team mate .
From his Associates degree in electronics to his Masters degree in Project Management , he maintains a holistic level of professional excellence that blends superior soft skills , exceptional communication , technical and leadership skills . Above all , his best skills are people skills within a professional IT setting . As an IT professional , Corry Banks brings a bit of humanity back into IT service management .
21 itSMFI Forum Focus — December 2016