Why We’re Speaking Up — The Mission Behind Candid Insider

The State of IT Support: Messy, Overworked, and Under Question

If you’ve worked in tech support — especially internal IT support — you already know the cracks in the foundation. You’ve probably onboarded without a proper knowledge base. You’ve likely inherited tickets from nowhere with vague notes, or none at all. You’ve had your metrics scrutinized while being given tools that barely function. You’ve seen band-aid fixes stretched over years of neglect.

At Candid Insider, we’re not pretending to have all the solutions. We’re here because the problems are obvious, widespread, and frankly exhausting. And yet, very few are talking about them openly.

Why Candid Insider Exists

This space was built to be a mirror held up to the industry — a place where those working in the trenches can see their experiences reflected, validated, and finally discussed.

We exist for the analysts asked to do more with less. We exist for the teams duct-taping together outdated documentation. We exist for the support staff who know there’s a better way, but can’t get leadership to listen.

Sometimes, just saying “this isn’t working” is the spark that sets real change in motion.

Calling Out Doesn’t Mean Calling Off

Being candid isn’t about negativity. It’s about honesty. We believe the only way to improve this field is to talk about what’s broken without fear or fluff. And when we can, we’ll offer practical recommendations — whether that’s:

• Smarter onboarding frameworks

• Accessible, evolving knowledge bases

• Encouraging automation that supports analysts instead of replacing them

• Honest retrospectives on what’s not working in support workflows

• Encouraging IT leaders to stop assuming and start asking

We’re not another sanitized corporate blog. We’re not going to pretend IT support is smooth sailing. And we’re not interested in gatekeeping knowledge or spinning PR-friendly narratives.

What You’ll Find Here

Expect raw takes, practical insights, and the occasional “yeah, we’ve all been there” story. We’ll highlight real issues and explore useful resources — without over-promising silver bullets.

Whether you’re a seasoned tech support pro, a new analyst, or somewhere in between, this space is for you.

Stay Candid. Stay Curious.

Subscribe for fresh posts that challenge the status quo of IT support — no corporate gloss, just real talk.