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Just finishes my ITIL course (basically IT support management). It was pretty interesting, if somewhat irrelevant to me, but I got paid to do it (and get a qualification) so that's fine.
My issue was with one specific thing the instructor said - 'IT support always complain people who can't fix basic issues shouldn't be allowed to use computers. Wrong. Customers don't need to know anything about IT, that's your job'.
His analogy was that we can drive, or cook with a microwave, but we don't know how cars or microwaves actually work in at a technical level. In the same way, customers can use Word, but need us to recover their deleted files and install Office.
This seems sensible, but if you follow the analogy, there's a disparity.
I might not be able to *fix* a microwave, or know how the components inside it work. I can, however, cook with it. I know it won't work if the door isn't closed, or if it isn't plugged in.
Similarly, you need a license to drive.
Customers don't need to be able to *fix* the tools, but they should be able to *use* them properly. Turn them on, log in, open & use some programs, browse the web, etc. If they aren't confident in this - well, why are we giving an expensive bit of kit to them? I wouldn't hand a chainsaw to someone who doesn't know how to use it. Or a fine piece of china to someone clumsy.
I think people should need to prove they can use the tools before they are allowed them. They'd be happier in the long run.2
I do IT support for a Uni.
A ticket comes in about how the site looks weird after an update.
Spend 10 minutes looking through Chrome dev view (we don't have access to backend).
Give up and assign to web team.
... Why do the people who manage the site not know anything about web development? 99% chance it's a just a quick CSS fix.