Training Cuts Impact Help Desk

Training has historically been provided by an in-house department. It offered around 125 course titles, 25 of which dealt with end-user desktop application skills. The computer skills courses used instructor-led delivery method in four computer equipped labs. Instructors were selected and developed from full time staff throughout various departments. Typically each instructor taught one four-hour class once or twice a month. Courseware (printed manuals) was licensed from commercial vendors. There were no technical topics or certification tracks offered. Since the budget cuts no computer skills classes are offered and individual departments are directed to determine the best approach to meeting needs. Few have the experience to do this effectively and little progress has been made. In the interim, I suspect the burden of training requests is falling on Help Desk staff and "super-users" in the departments. The computer labs are still available but unused. It is unlikely management will reverse its decision to cut training funds in this business cycle. What I am looking for is feedback from others who have faced similar circumstances.