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Is a contact from or for the company he/she works for. You need to be a great IT person; you need to know the hardware and software. And a people person, if you can not create and show that you know what you are doing, well the users will not believe you.
You need to create a friendship between the users and IT; it will help when things on the IT side need upgrading.
People skills should be a class in school and shown how to apply them in real life.