Because end users often view the help desk as the fountain of all IT knowledge, it's important to keep your team members up to speed on the latest IT developments and refresh their knowledge of older subjects to ensure they're delivering consistent support. These objectives can be achieved only through continued education and training. But with a wide variety of training methods available, choosing the one that is best for your help desk can be tricky. To help you make the right decision, I have divided the various help desk methods of training into four categories: formal instructor-led training, e-learning, on-the-job training, and group presentation. Each category has distinct advantages and disadvantages, as shown in Table A, that you should familiarise yourself with. Having this knowledge will help you make more informed training decisions for your help desk. Formal instructor-led training
Formal instructor-led training is the most structured of all the training methods. This method ensures that techniques are taught in a uniform manner, in an environment free from distractions -- and, if you've chosen a reputable training organisation -- by an instructor who is an expert in the course material. It is probably the best training method for presenting a new or complex subject. Formal instructor-led training also provides your help desk techs a break from their daily routine, which can help prevent burnout. Unfortunately, these many benefits don't come cheap. Instructor-led training is the most expensive of all the training methods. It's not uncommon for a course to cost over $1,000 (£640) per person. You must cover not only the cost of a professional instructor but also the cost of having your staff away from work. In the UK, companies can be quite cost-conscious, and such an outlay is often the first to go when they are looking to save money. E-learning
Flexibility is probably the biggest advantage to e-learning programs because they can be accessed from most any computer and completed as time allows. E-learning programs also tend to be significantly cheaper than formal instructor-led training, but unfortunately, e-learning's biggest advantage can be its biggest disadvantage. E-learning's high flexibility means that organisations often want employees to fit e-learning courses into the gaps of their normal workday or take the courses at home. In my experience, neither of these approaches works very well. In the former, busy techs are likely to by interrupted while taking the e-learning courses, and such interruptions make effective learning nearly impossible. In the latter, employees can construe a mandated e-learning program at home as just another instance of work creeping into their own private time. This can lead to resentment, which again makes effective learning nearly impossible. E-learning can be a valuable training tool when used correctly. Schedule time during the workday for techs to concentrate totally on their courses. Minimise interruptions and keep the training limited to their normal work hours. Table A
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| On-the-job training |
