Couldn’t Agree More
First and foremost, if you do not have people skills, you should not look for a help desk position.
That’s absolutely true. The other thing that IT people at all levels tend to forget is what their role in any organization is. There’s a certain amount of power that goes with operating any technology infrastructure, but too many IT people lose sight of the fact that the infrastructure only exists to help other people get the actual work of the organization done. They are your customers, and even though some of them give us plenty of “stupid user” stories to laugh about, ultimately, you’re there to serve them.
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