Unloved Heroes – The Underestimated Role of IT Support

A man and a woman are in the foreground of a large, modern office space with high concrete ceilings and industrial lighting. The woman, wearing a white top, is leaning against a floor-to-ceiling glass pane and looking at the screen of a white laptop that the man next to her is holding open in his hands at chest height. He is also looking at the screen and saying something. In the background, very out of focus, a group of people, some sitting and some standing, are gathered around a group of tables and chairs next to a full bookshelf.

The Help Desk: It is often regarded as the most thankless job in the IT department. This is especially true when it comes to first-level support, which is on the front lines of IT troubleshooting. After all, employees in this department usually bear the brunt of frustration and stress and are often confronted with unfair prejudices. At the same time […]