Upskilling our IT Support Staff as Greenlight Continues to Grow

Supporting the growth of our 1st line and 2nd line engineers

The IT landscape is ever evolving, and the role of IT support professionals has become increasingly critical. The rapid advancements, emerging technologies, and constant innovation within the industry is causing more businesses and clients to fall behind the standard when it comes to IT infrastructure and equipment. This pace of change is transforming the way organizations operate and how individuals interact with technology. This only emphasises the importance of upskilling IT support professionals and this cannot be overstated.

The need for upskilling

The only constant in the IT industry is change. Technologies that were cutting-edge yesterday might become obsolete tomorrow. IT support professionals must be agile and adaptable, ready to embrace new tools and methodologies to address evolving challenges.

Continuous learning is a necessity for staying relevant and effective in a field where staying ahead of the curve is crucial. This is needed for us as IT service providers to stay relevant and provide support to our clients across various industries with massively different needs.

Adapting to industry trends and emerging technology

The IT industry is shaped by trends that influence the way organizations operate and leverage technology. Whether it’s the shift towards remote work, the increasing importance of data security, or the integration of automation, IT support professionals must align their skill sets with these industry trends. We see the need of upskilling our staff to meet current demands but also anticipate and prepare for future developments.

The Current State of IT Support

It’s essential to recognise the multifaceted skill set required for professionals in this field. IT support roles have expanded far beyond the traditional image of troubleshooting hardware and software issues. Today, IT support professionals are integral to the functioning of organizations, aiding in areas ranging from network management to cybersecurity.

Existing Skills and Knowledge Required

The modern IT support professional is expected to possess a diverse skill set that includes, but is not limited to:

• Technical Proficiency: A strong foundation in troubleshooting hardware and software issues, understanding operating systems, and proficiency in network configurations.
• Communication Skills: Effective communication is crucial in IT support roles. Professionals need to translate technical jargon into layman’s terms when assisting end-users, fostering a collaborative environment.
• Problem-Solving Acumen: IT support professionals must excel in problem-solving. This involves not only identifying issues but also devising efficient and effective solutions, often in real-time.
• Customer Service Excellence: Interpersonal skills are paramount in IT support. Professionals must exhibit patience, empathy, and a customer-centric approach to ensure end-users feel supported and valued.
• Adaptability: Given the rapidly changing nature of technology, IT support professionals must be adaptable. This involves a willingness to learn and a proactive approach to staying abreast of industry developments.

Challenges in Keeping Up with Technological Advancements

Despite the demand for a broad skill set, IT support professionals face several challenges in keeping pace with technological advancements:

• Rapid Technological Changes: The speed at which technology evolves poses a challenge. New software, hardware, and methodologies emerge frequently, necessitating a continuous commitment to learning.
• Skill Obsolescence: The risk of skills becoming obsolete is a constant concern. Technologies once considered cutting-edge may quickly be replaced, requiring IT support professionals to stay vigilant and update their skill sets accordingly.
• Resource Constraints: IT support professionals often contend with limited time and resources. Balancing day-to-day responsibilities with the need for ongoing training can be a delicate juggling act.
• Integration of Emerging Technologies: The integration of emerging technologies, such as artificial intelligence and cloud computing, into organizational infrastructures introduces new complexities. IT support professionals must familiarize themselves with these technologies to provide effective support.
• Security Challenges: With the rise of cyber threats, IT support professionals must not only maintain existing security measures but also stay ahead of evolving threats. This requires a proactive approach to cybersecurity education and implementation.

Skillsoft’s IT Fundamentals apprenticeship and certification

We used Skillsoft’s IT Fundamentals Apprenticeship as a base for some of our new IT support engineers to cement their basic knowledge and add to their certifications.

Why Skillsoft?

Skillsoft offers a comprehensive and structured program designed to provide individuals with a solid foundation in essential IT skills, making it an ideal starting point some of our 1st line engineers. Leveraging Skillsoft’s expertise in e-learning and professional development, this apprenticeship covers a broad spectrum of topics, including hardware, software, networking, and cybersecurity. This apprenticeship program offered our engineers a conveniently structured course that can be completed alongside working with minimal disruption.

What our staff think of the course

“The course was very informative and helpful in giving me a wider range of knowledge on the fundamentals which are used within IT. We covered topics such as requirements, project planning, design and development lifecycles, best practices and more.”

“I expanded my knowledge of the frameworks of IT in which we use every day, such as the forces behind each successful project (stakeholders, planning, knowledgebases) and the resources needed to perform successful projects (software, tools and experience).”

Greenlight’s growth and the future.

As Greenlight continues its journey of growth, the commitment to upskilling our IT support staff stands as a cornerstone in ensuring the organization’s resilience and adaptability in the face of an ever-evolving IT landscape. Our proactive approach to upskilling not only addresses the current demands of IT support in our industry but to anticipate and navigate future developments in the ever-evolving IT industry. We are committed to continuous learning and investment in the skills of our team to ensure Greenlight remains at the forefront of providing exceptional IT support across Greater Manchester and the rest of the UK.