More qualified applicants with degrees in related computing subjects or who have earned qualifications from specialist courses like those run by the Helpdesk Institute can find more demanding and rewarding roles in support teams, too.

Technical support team members spend a lot of their time in communication with employees and clients. As such, they are expected to have a mix of soft skills to go with their hard skills. The skills include:


Assessing the IT competence of those seeking support.
Excellent communication skills.
Analytical and problem-solving abilities.
Technical knowledge that’s up-to-date with systems used by clients and employers.
Accurate records keeping and analysis ability.
An ability to handle difficult callers.

More info: Performance Appraisal