This is a good question actually, and there are a lot of moving parts that I feel are contributing to this issue. A thread:
Shanna Niggans 🦄
 @fancy_4n6
8 Sep 2021
I know this is a gross generalisation, and its really not often, but right now it feels like everytime: why are IT people often so unhelpful????
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1) solving a problem often requires work on stuff that is not “the problem”. So IT people may be perceived as unhelpful even though they are working on resolving the issue. Explaining this is often not possible.
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2) the fact that you have a problem is often related to upstream budget and policy decisions. We know how to make it go away but we do not have the resources or the approval to make it go away.
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3) We hire new people and present them as experts but we have not built the capacity to transfer knowledge/expertise to them. This leads to very frustrating interactions for both sides.
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4) Technology plain sucks. We’ve made it into an abstraction that hampers us instead of enables us. There is no “IT on tap”, there is “many boots in the mud so we maybe can deliver some IT reliably some of the time”. And then some.
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Replying to @wimremes
5) There is a shortage of competent IT people and most of them are concentrated in a few narrow industries. Chances are the IT people you deal with are unqualified and scared people will find them out.

Sep 8, 2021 · 8:20 AM UTC

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Replying to @hal_pomeranz
See 3) ;-)
Replying to @hal_pomeranz
In my experience, knowledge is isolated and not enough ICs and Managers do the necessary to ensure continuous knowledge transfer to new/other people. At the same time, the # of people actually interested in absorbing knowledge is low too.