The hidden skill in IT Support: The power of

In the world of IT support, technical expertise often takes centre stage. However, while hiring managers diligently seek candidates with top-notch technical skills, one critical quality is often overlooked: exceptional customer service.

Technical proficiency is essential, yes—but it’s the ability to communicate effectively, empathise, and deliver solutions in a way that puts the user at ease which separates good IT professionals from great ones. As the saying goes, “Explaining technical issues to non-technical individuals is where the real challenge lies.” And in IT support, this challenge is constant.

So how can hiring managers identify candidates who excel in both technical know-how and customer service? Incorporating targeted behavioural interview questions into the hiring process can help. Here are three powerful questions to uncover those standout candidates:

Can you share a specific instance where you successfully resolved a challenging customer issue?

This question is designed to reveal more than technical skills. It explores how a candidate handles complex situations while maintaining a customer-first mindset. Their response can highlight critical traits such as problem-solving ability, empathy, and effective communication—qualities that elevate IT support professionals to the next level.

If a user is struggling to understand a technical solution you've provided, how would you explain it in a way that is clear and reassuring?

IT support is as much about people as it is about technology. This scenario-based question evaluates a candidate’s ability to translate technical jargon into plain language. The best answers demonstrate patience, empathy, and the ability to put users at ease while addressing their concerns.

How do you prioritise and manage multiple user requests, ensuring each is addressed promptly and effectively?

In IT support, multitasking is non-negotiable. This question examines the candidate’s time management and organisational skills, as well as their ability to stay calm under pressure. A strong response will reflect their capability to balance competing priorities while maintaining high standards of service.

Why Customer Service matters in IT Support

Ultimately, hiring for IT support is about finding professionals who combine technical brilliance with people skills. The ability to communicate effectively, empathise with frustrated users, and deliver clear, reassuring solutions makes all the difference in building trust and delivering exceptional service.

If you’re struggling to find candidates who check both boxes, consider weaving these questions into your interview process. They’ll help you identify the perfect balance of technical expertise and customer service skills, ensuring your team is equipped to handle both the technology and the people behind it.

Need further guidance? Contact our team of expert consultants for a confidential conversation on how we can help you find your next IT support superstar.