...too much fixing and not enough teaching. Since I work for a fixed number of people, this might be a way to reduce my workload in the long run.
The short run IMO. As your user base grows or you change to a bigger scale situation, it becomes impractical to have people try to do both. Have trainers do training and support people, well, supporting. With fixed users and a small network, it works pretty well, in my experience.
Caveat, if you set the expectation that you're going to train (read: wait on) folks, then you gotta train 'em. It leads to jumbled priorities as neglected users angrily page you/call your cell while the CEOs laptop is fried and you're feverishly trying to get him/her his/her email. It leads to the infamous Handholding Syndrome, where the users' comfort level is so great in reaching for the phone that they never try to figure out anything for themselves (better than training, don'tchaknow). You can get users who call repeatedly for the same problems (and it's demonstrably not your own fault).
The thing most corporate support people don't get is the name of the game is keep 'em working. In any organization, support is not a profit center. Not capital, the wrong side of the balance sheet. Solely asset protection, insurance; a way to balance costs.
The pisser of that is you basically have to get a general idea of what everyone's job is, and what they do every day -- not necessarily the same thing. Always be mindful of what exactly they need to know to do their job. Make sure they understand these tools they need to get the job done and point them toward help/manuals for esoterica. Answer easy questions, but don't get caught in question-nets that keep you away from higher priority support. Anything else users figure out is cosmetic, but doesn't really impact the $.
Here's a stretched analogy for no particular reason: I tend to think of my support group as potential energy -- say voltage. We have the capacity to hit a certain amount of work at any time, i.e. jack up the current to max, but you want some in store for when the outage comes. The longer and more involved each individual call is, and the more services you promise on each call, the less that potential is, and, of course, the less the user is working. So we are an uninterruptible usage supply and companies pay us for a certain amount of protection...:)
Kings in support leave the user with a little something extra and a smile on their face. You have to have a few or you seem imposing. My aces in support get the user returning to his desk with a fresh cuppa java and the guy in the next cube saying, "That IS guy was here, and he fixed it."
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