I was recently asked what the difference between the stack and sort functions on one of our copier/printers (I am 2nd and 3rd line support)
I had no idea, I rarely use copiers and their repair is outsourced.
I did research the answer and gave it to the person who asked.
His response was “IT should send out an email note to all users telling them this”
My response was that we could not send an email explaining every function of every device, and even if we did, it would not be a good method of education.
It got me thinking, who is responsible for IT training? If HR hire someone whose excel skills are sub-par, who is responsible for resolving this?
If a user wants to know everything about a copier, should they research it themselves, or should the IT helpdesk/service desk be responsible for training too?
If users in 2009 do not know how to add a printer in Windows, who has failed, IT or HR?
Do many organisations have an IT trainer role? Are they part of IT or HR? Is there enough work to keep them busy for 5 days a week?
Lots of questions here, but the main question I am interested in is in the title.
Your thoughts would be appreciated.