Technical Support/Network Analyst Opposed To Documentation?

I don’t know if you’ve ever noticed, but most Information Technology (IT) people do not have an affinity to writing things down or capture critical data. This applies to programmers, network hardware engineers, and IT technical support. Why is this something most of them avoid? I guess you could also add IT Architects and Server engineers into this category.

Technical Support image from neraworld.com

Is it difficult to write down or document to capture the necessary information during critical development or key support incidents? Is it because many of these IT people feel documentation is beneath them? In other words, because they’re an expert with their degrees and certifications, why bother with that writing stuff. Maybe they could take good notes and delegate this task to a Subject Matter Expert (SME) who could work directly with the IT professional to ensure it’s accurate and readable.

Not sure if others in business or IT have seen this same behavior?

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

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