A major challenge is the already traditional shortage of skilled labor in the sector.
*By Alexandre Moreira
The Information Technology market is heated. According to data from the IDC Predictions Brazil study, the sector should grow around 10.6% this year. Even if in the last 10 years (at least) we have lived with political and economic instabilities, the IT sector has always shown robust and, above all, sustainable growth. I think that a good part of these results is due to the strong power of adaptation to the scenario (and to the customer) that technology companies have.
Brazil is a special case. We are demanded to have the quality of an artisanal brewery, but the efficiency of an 'Ambev'. The customer wants foreign technology, but the support needs to be national, 24/7/365 and qualified. Therefore, a well-oiled, instructed and trained team is essential. A major challenge is the already traditional shortage of skilled labor in the sector.
Proof of this is a report by Brasscom (Association of Information and Communication Technology Companies (ICT) and Digital Technologies) from December last year estimates that technology companies demand 797 thousand talents from 2021 to 2025, with an average of 159 thousand jobs a year. However, given the number of graduates below demand, the projection is for an annual deficit of 106,000 talents, or 530,000 in five years. In addition, we are a market recognized for low talent retention, which makes the consolidation of increasingly effective processes even more fundamental.
I also believe that Brazilian IT companies have real empathy for the customer's pain. An example of this is that, according to data from the Brazilian Federation of Banks (Febraban), Brazilian companies suffer 1,172 cyberattacks per week. Therefore, it is important to structure processes in secure systems. In this way, the management of different tasks will be safe in case of any problem of this type, in addition to preserving the data involved.
If the client is calling you, it is because he is losing money with some unavailability and he needs a troubleshooting accurate in a model of specialist support, not generalist and 'deceived'. As already mentioned, the concept is related to a set of practices that seek to solve failures or bugs. Your goal is to find the root of a problem. In this way, troubleshooting is like a scheme of actions responsible for guiding IT. And just being a reactive support is not enough. It is fundamental to be concerned with adapting to the customer's needs and having an overview with proactive actions and a daily checklist.
It is for these (and other) reasons that I believe that the technology market in Brazil will have a long life of robust, sustainable growth and, above all, an ever-increasing partnership. The equation of win-win it increases the chances of creating an ecosystem of proximity, quality, relationship and who benefits most from this is the customer.
*Alexandre Moreira is Director of Operations and Support at Add Value
EN 
PT 
