Look through the job advertisements for any online job site or computer journal for an indicator of what most organisations seems to regard as a key attribute of SharePoint support staff. The need, desire and hunt for technical knowledge seems to jump out at you from the pages. I’ve seen advertisements for SharePoint members that reads like a list of SharePoint third party products and affiliated integrated Microsoft products. The closest match of the candidate to that list is the first step towards being interviewed.
Even Microsoft seems to lay great store by this. Microsoft provides a range of qualifications which can be pursued. These qualifications become a marketable commodity; a SharePoint support person whose technical competence is measured by a Microsoft endorsed certificate commands a higher salary and is in greater demand than one whose ability is not so endorsed. In fact, an entire market is already in operation to provide Microsoft recognised training courses, with a range of quality, pace and price to suit most pockets.
With certification programmes, SharePoint software producing companies have nothing to lose, and so very much to gain. They can sell training courses, appoint recognised trainers. They can ride on the back of the hype the qualification brings in its wake. They can reduce their support burden by encouraging customers to pay to be able to do their own support.
Organizations generally face issues in finding the right level of technical support for their products. SharePoint could be considered to be different in the mix of Microsoft products because SharePoint is a platform. That means more interaction from support level to the business, not just solving technical issues. The support the business is after from a SharePoint perspective goes beyond into the land of solving business challenges. Questions like the following are normal directed to SharePoint support:
- I need to provide a method of people to collaborate in a single location
- I need to store and manage my content
- I have trouble understanding how to do something
- Can you fix the issue I have
But what exactly makes up a great SharePoint support person. Is it simply technical? Definitely not. This article attempts to answer the fundamental questions concerning how to determine what constitutes a ‘super-duper’ SharePoint support person. To do that, I am going to break the article into seven points. Each point relates to an attribute that a SharePoint support member should have. I have also tried to keep this article version agnostic. I will not be going into any particular version of SharePoint, or product.
So, let’s kick off with a basic statement. SharePoint Service Delivery is about capability. The solution being provided to users must be capable of fulfilling their requirements. At the same time, the relevant solution needs to be supported by individuals who will be able to provide help and aid to those using the relevant solution. Therefore, it goes without saying that the skills of those who need to support users’ needs to go beyond just technical aspects of the solution being provided.
A 2013 Gartner report called “ITs Aspirations Require Addressing Current Realities” described a disturbing trend:
“CIOs have consistently reported a lack of skills as the single biggest factor limiting IT’s successes”.
The report goes on to say:
“One in four CIOs believe that the IT labour market is ‘working’.”
That can mean at least two things. First, that those being recruited to provide support are not skilled enough. Secondly, that the recruitment process in identifying the right person to provide support is not working. The key to organisations having the right people is based on their capability to provide support services.
In addition, the constantly changing face of technology as it expands and morphs will lead people to become continuously productive as explained in this article:
This will therefore impact on how support is provided, particularly for those products which are in the centre of collaborative tools. In order for SharePoint to be capable of providing a support service to the user base, the user base needs to be adequately supported. The environment in which SharePoint can be employed, for example, on-premise in an organization, off-premise through Office 365, and on any mobile device, being smartphone, tablet, etc. means that the environments in which SharePoint support could be employed is also varied:
- Telephone Call Centres. SharePoint support is provided in an environment where the call is likely to be solved over the telephone, or escalated to another tier in the support organization.
- SharePoint Support provided by the parent organization. Typically for on-premise, though for a hybrid support is provided by the same SharePoint Support provision.
- It Support provided by third party. An third party SharePoint support provision is on-contract to an organization to provide a level of support.
- Through an Internet Service Provider. The Internet Service Provider provides the platform and also the support required for users to collaborate within the platform provided. Generally, those users then provide, or are automatically ‘set’, to have administrators who provide a first level of support.
Irrespective of the environment (which may in fact be a combination of the above), SharePoint support persons require particular attributes to ensure that a SharePoint service can be effectively provided.
Find out the 7 ways of identifying a super-duper SharePoint support person here.