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  1. #1
    Join Date
    Apr 2007
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    New York
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    422

    How to Train your Webhosting Staff?

    Hello,

    I was wondering how you guys train your Webhosting staff? Right now, i have never done any trianing, I have always just done a thing where if they have questions they ask, but i dont think it is working how I planned, and I do not know how to train the staff. Any information would be helpful.

    Regards,
    Ryan

  2. #2
    Join Date
    Jun 2003
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    Proud She-Geek
    Posts
    1,722
    You can put together a type of manual that's specific to your company and outlines how staff is to handle certain procdedures - ie, when to escalate a ticket to management, handling a rude customer, and so on. Have a demo/instructions of how your helpdesk works (if they are responsible for manning it) to help them find their way around it more easily. Get an idea of the most common questions your staff is/has asked and add those as well. Some here at WHT have mentioned having a wiki accessible to only management/staff, which makes keeping it updated much easier.

    You probably expect your staff to know how to do the technical part of their jobs (setting up accounts, handling billing issues, and so on), so theoretically you should be able to focus more on how you'd like them to do/handle things in your company.

    Hope this helps!
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  3. #3
    Join Date
    Mar 2004
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    Singapore
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    Normally we have manuals, but the main training is OJT under which the new staff is trained by a senior staff. I think OJT should be the most efficient under such working conditions.

    Of course besides OJT, there are the customary MCSE etc certifications which needed to be train by outside organization.

  4. #4
    Join Date
    Sep 2004
    Location
    Chennai , India
    Posts
    4,608
    Quote Originally Posted by boonchuan View Post
    Normally we have manuals, but the main training is OJT under which the new staff is trained by a senior staff. I think OJT should be the most efficient under such working conditions.

    Of course besides OJT, there are the customary MCSE etc certifications which needed to be train by outside organization.
    Certifications would increase the confidence of the user. Normally its the senior staffs or mentors who take up this job to train accordingly.

  5. #5
    Join Date
    Mar 2004
    Posts
    550
    We do OJT and have extensive internal documentation, including a wiki.

    Then once a year, we all meet in one place (we are spread across 2 countries) for a company "retreat" for a few days and train together, as well as doing some fun activities like going go-karting, dinners, etc. I think this year we'll go to Bangkok

  6. #6
    Join Date
    Oct 2007
    Posts
    1,902
    I think that the best way is unusual situations. Very close to the real ones. I think that you can imitate them
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  7. #7
    Join Date
    Jun 2003
    Location
    World Wide Web
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    581
    Challenge always would be the new staff..well , besides manuals probably what you can do is in your training schedule put aside a week or maximum two weeks where the new staff teams up /buddies up with an experienced staff in real time operations ; that he he /she gets an hang of the real thing ..coz any amount of training in the training room or reading manuals can do do only so much ..the real experience would mean a lot
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  8. #8
    Join Date
    Oct 2007
    Location
    Reading, UK
    Posts
    601
    We have a wiki and go through a 2 day intensive training plan with all new starters. That covers everything from where to find information to what our different clients SLAs are.
    Toby H
    Infrastructure Consultant
    SolutionFire.co.uk
    cPanel | VMware | XenServer | cPanel | 3PAR | R1soft

  9. #9
    Join Date
    Mar 2004
    Location
    Singapore
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    6,984
    Precisely! The certs themselves aren't much use as what they are doing are more than what the cert is examining. But you do find more confidence in the staff after completing the course. So I would consider it a worthwhile investments.

    This also helps to show that at least the company take care of them, with more of such certs, when the time comes that they feel they need a new working environment, such certs will certainly increase their value in the work market.


    Quote Originally Posted by Biju View Post
    Certifications would increase the confidence of the user. Normally its the senior staffs or mentors who take up this job to train accordingly.

  10. #10
    Join Date
    Oct 2007
    Location
    Reading, UK
    Posts
    601
    Only issue with training is that once trained you must do something to make sure that you keep your team and they are not poached off by other hosts that are willing to pay more than you. So remember to write something into your contracts to prevent this!
    Toby H
    Infrastructure Consultant
    SolutionFire.co.uk
    cPanel | VMware | XenServer | cPanel | 3PAR | R1soft

  11. #11
    Join Date
    Dec 2007
    Location
    IN
    Posts
    115
    Get some manuals and show live demo for the staff. If the staff understand what you say, you are somewhat safe. If they don't understand after training three to four times, fire them and get a new one.

    Note: First teach the command rm -rf and its impacts LOL
    Last edited by inway; 04-14-2008 at 01:24 PM. Reason: custom

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