Hi all,

I searched the archives but couldn't find anything relevant/recent, so I'm hoping that someone out there may be able to give me a steer.

Like all technical teams, we're horrible at documentation but working on it via a combination of BookStack and knowledge items in TOPdesk, the latter which will eventually become the sole source of knowledge documents.

The issue I'm having is that we have an organisational induction process with a supporting checklist, created by HR that works quite well and an informal "local" IT induction process for new IT staff members (i.e. what a new member of the team is shown in the first few days/weeks of them being on the job) that doesn't work quite so well. The reason being that the local induction can vary depending on who delivers it and, due to annual leave, sickness, critical duties, sometimes the induction can be done by multiple members of the team. Naturally, different people share information in different ways too.

What do others do for their inductions?
Do you have documents, videos (I've been toying with the idea of being more "digital")?
What "IT" topics do you cover? (i.e. NOT organisational things like breaks, annual leave, toilets)
Does the amount of detail vary depending on the medium of the induction? How much detail do you go into?
As a member of a 2nd line Technical Support Team, you obviously have some knowledge you bring to the job but what would you expect to have to be told/be shown across the first few weeks?

I know the mantra is, "Documentation, documentation, documentation" but I feel like giving a link to our document repository is not a valuable/effective induction. I'm siting with my direct reports to determine what we think are priorities to know/learn/be shown but I'm keen to see what others are doing, in all senses.

Any help greatly appreciated!

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