Firstly i'd say decide what part of IT you want to get into. If your set on doing a 1st/2nd line role, then you will be answering general calls, going out to users desks and fixing them, printers, hardware, software etc.
The smaller the company, the more involved you can get in other parts of IT. If your going for a bigger company, then u'll be stuck in support until you can train up and apply for another role (in same company or another).
Qualifications wise, well some companys would like an MCSE. But in reality theres better courses out there that can teach you the skills. Its more about some work experience, then your in.
I will say though, i've done/doing support for the last 8 odd years. 1st line jobs, stear clear of
you just have people moaning all day and taking tempers out on you. Im moving more into a techy role, working more on servers, but still support 8 of our sites and all users with general issues.
Decide WHAT exactly you want to get into in IT (theres lots of "support" areas), servers, migration, email specialist, or a programmer (in which case, what languages), or administration etc etc etc..