How To Start Your ITSM Career Journey Today

For many, their IT journey began with a simple fascination with technology and a desire to solve problems. Now, as we stand on the brink of an AI-driven era, the landscape is evolving faster than ever.

But it’s not just about mastering technology, is it?? It's also about adapting, growing, and seizing the opportunities that come with these rapid advancements.

From the rise of generative AI transforming our workplaces to the increasing demand for human-centric skills, the IT industry is full of potential for those ready to embark on this journey.

? Think back to the start of your career. What lessons have you learned along the way?

Whether you're just starting or looking to evolve your career, your greatest asset will be the blend of technical know-how and soft skills.

?? So, here's one question for all experienced IT professionals. Looking back on your career, what advice would you give to your younger self? What advice would you give to those just starting out or switching to a career in IT?

Now, while you think about the answer, let's explore why a career in IT support is a good choice and how you can get started on this exciting path.

How do you succeed as an IT professional?

“According to the US Bureau of Labor Statistics, there are approximately 377,500 projected job openings in IT annually.”

Starting a career in IT support is a great way to enter the tech industry. It is a popular choice as it offers diverse career paths and growth opportunities. IT professionals are in high demand due to technology's role in modern society and the gap between the demand for qualified IT workers and the supply.

But how can you succeed as an IT professional today?

Well, we’ve all witnessed how generative AI has already transformed the workplace. So, it’s no surprise that many organisations are exploring AI's potential. But one thing they are realising is that their teams need to focus on human-centric skills.?

According to LinkedIn research, 91% of L&D professionals agree that human or soft skills are increasingly important.

The truth is, as AI advances, we need to evolve too. The IT professionals who will succeed in this AI era are those who see change not as a threat but as an opportunity to grow, innovate, and redefine their roles.

This means prioritising skills such as self-awareness, emotional intelligence, and communication, which are essential for success in IT support roles.

? What does this mean for leaders?

So, for leaders, this means they must communicate transparently, compassionately, and empathetically with their teams. This kind of communication helps build trust and keeps everyone aligned. This is especially important now, as it can help teams adapt to rapid technological changes, reduce uncertainty, and foster a collaborative environment where innovation can thrive.

? What does this mean for IT professionals?

For employees, soft skills, or people skills are becoming central to individual career growth. As AI takes over routine tasks, the ability to collaborate effectively and adapt to change is becoming even more valuable.

So, to succeed as an IT professional, you must embrace adaptability. Problem-solving and research skills are also becoming more popular, highlighting the need for continuous learning and upskilling.

A Day in the Life of an ITSM Professional

Our Chief Delivery Officer, John Noctor, recently reflected on his career, beginning days, and typical working days, offering invaluable insights and inspiration for aspiring ITSM professionals.

Here’s a little overview of the interview and what John shared:

How did you get into this role and industry?

“It wasn’t just a love of technology; it was wanting to understand how things work. What I found quite quickly as a Mainframe Operator was what was inside the machines; I found it interesting but not thrilling.

I’m not a technical person. But what those machines could do, what they enabled and what they allowed people to be and do in life, I found that really exciting! I just absolutely loved this idea that we were making people's professional lives better.”

What does a typical day in your role look like?

“Some of my days are spent engaging with our customers, understanding their challenges, and giving them advice and guidance. That’s what I love, that sort of variety of engagement. It’s just brilliant that in my role, I get to work with people, both within the SDI and our customer base, who want to improve and have that passion that we have as well.

I am also a lead auditor for the SDI, so I might be carrying out audits, and general ITSM consultancy, be it processes, be it operating models, be it collaboration working practices, even down to ITSM tool selection. I get involved in training as well. I enjoy my training courses and delivering workshops.”

??? For the full interview and more inspiring insights, watch the video here!

What advice would you give to those just starting out, or those looking to get into the industry?

“Look at that research, do your research, this isn’t school days, we’re not talking about hours and hours of research. But you know, watch a YouTube video, scroll through LinkedIn occasionally, read those books. Mostly, I would say, be a sponge. That is my biggest tip.”

“If you think of what we do, which is enabling those great experiences in every part of your life, you will see great experiences. Be a sponge and take it all in. And just at the point that you’re not learning it’s time to do something different. Don’t be worried about making mistakes. The only people who don’t make mistakes are the ones who don’t do anything.

So, make mistakes, put your hand up, learn from your mistakes, and learn from others, but you know, don’t be fearful. We all make mistakes, and the key to it is to learn from them. The other thing I would say to people starting out is to find a mentor.”

How to start a career in IT Support

So, to begin a career in IT support, you often need a combination of education, practical experience, and qualifications. While a formal degree isn't always necessary, many employers prefer candidates with at least a bachelor's degree in computer science, information technology, or a related field.

It is essential to have a solid understanding of computer systems, networks, and hardware or proficiency in operating systems like Windows, Linux, and macOS, along with troubleshooting techniques and diagnostic tools.

There’s also a demand for soft skills. Soft skills are not just a trend but a growing necessity in the ITSM industry. So, think about strong communication skills, the ability to explain technical information in non-technical terms, problem-solving, critical thinking, attention to detail, and patience.

?? Read the full guide on ‘How to Start and Advance Career in IT Support’

Here are some tips for starting:

It’s evident that to succeed in this industry, you need both technical know-how and soft skills. If you want to pursue a career in IT support, here is some advice.

? Don’t be afraid to pursue relevant qualifications to build a strong foundation in IT. It’s always good to get some qualifications under your belt.? Qualifications like CompTIA A+, Service Desk Analyst course, ITIL 4 Foundation course, ISO/IEC 20000 or Agile courses are valuable for advancing ITSM careers and are widely recognised in the industry.

? Be empathetic and patient when dealing with users. Understanding their issues and providing respectful service is crucial.

? Embrace the learning opportunities this industry provides. This is a dynamic but very rewarding field. So, stay curious and be prepared to continuously learn and adapt to new technologies. ?

? Look for practical experience. Look for internships, volunteer opportunities, or trainee positions that will allow you to develop your skills and apply your knowledge in real-world settings.

? Connect with professionals in this field and grow your network. Networking can provide valuable insights, job opportunities, and career advice. Join IT forums, attend industry conferences and connect with professionals to learn about new technologies and job opportunities.

?? For our experienced IT professionals, we’d love to hear and share your insights, stories, and tips with those who are just starting out.

Let’s support our fellow colleagues as they embark on this exciting journey. After all, isn't that what being part of the IT community is all about?

?? So, let’s go back to our question & comment below. Looking back on your career, what advice would you give to your younger self? What advice would you give to those just starting out?

If you need help, guidance, or motivation regarding your next career path, our recruitment team is always happy to chat.? Speak with our experts! ?