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IT support people - more than just fixing things that break

Heather Grace, Guest post. 29 March 2017, 6:59 am
IT support people - more than just fixing things that break

Most of us have needed to call for help at some stage. As a customer on the end of the telephone, waiting for an answer, we may think of IT support people as the "help desk". But in reality, the IT support team in an organisation has much more to contribute. Your IT support people are skilled professionals that can help shape your organisation for success. Today we look at why your IT support team need to have input into your strategic plan.

For many organisations, the IT support people are the most tech savvy people in the business. They have the ability to solve problems, yes, but they also have the ability to do research and learn about new technologies. If your IT support team understand where your organisation wants to head in the future, if they understand your goals - they can help you get there.

Today we live in a world that depends on technology to succeed, at every level. This is not going to change anytime soon. Every business, every government department, every school and every charity now depends on technology to function. It doesn't matter if you are a large corporate or a small private business. If you don't have the technology that you need to work effectively and efficiently, you will not survive.

So how about this for an idea? Include your IT support staff in your long-term planning. People in the IT support team, once they understand where you are heading, can do the following things:

  1. Understand the infrastructure required for the future
  2. Research appropriate technology to meet your future needs
  3. Give suggestions and have input on technology to make you more productive or effective
  4. Choose technology that will enable you to reach your goals, rather than just perform tasks
  5. Train others in your wider team to implement and use new technologies
  6. Educate the wider team so they can self-support on day-to-day tasks
  7. Proactively assist others to get the technology working in the most helpful way for them
  8. Be responsive to the changing needs of the organisation
  9. Contribute to the success of the organisation in an inspiring way
  10. …and fix things when they go wrong

Do not underestimate the value of engaging your IT support people in your strategic planning. They work at the sharp end of the business. They understand what goes wrong and why. They understand what users really need to succeed in their roles. They know which parts of the business are frustrated and which people need better tools. They know the customers, warts and all.

Involving these team members in the strategic direction of your organisation has other benefits too. The IT support people are professionals, with much more to offer than you may realise. These tech savvy people are a vital resource for your future and you want them to stay with your organisation for the long-term. By empowering these clever people to assist in the bigger picture, you will find they are more motivated to stay - and more eager to contribute great ideas.

People who are asked to contribute at a higher level in the organisation feel valued. They step up. Your team members will be motivated by the chance to contribute. They will feel connected to you and the organisation in a deeper, more meaningful way. Participating in the choices the organisation is making has a profound impact on team members. They will love to be involved and will do what it takes to help you get it right.

Technology matters. Now and in the future. Look around in your workplace. Who do you rely on when things break down? Who are the tech-savvy people? Who can you involve at a higher level, to contribute to your future success?

Success With Grace is home of the TechBiz Success Academy, coaching and training to help technology based businesses grow. For information about TechBiz programs go to Also check out Business Communication and Customer Communication workshops in


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