🚀 ICT Department & User Training Program — Documentation + Knowledge Retention for All Tech & Communications

🌟 Key Benefits

⏳ Save 3+ years of trial & error — New ICT managers learn in months instead of years.
📚 Knowledge stays in the company — No more “tribal knowledge” leaving with resignations.
🛡️ Stronger security & compliance — Everyone follows the right procedures for both IT and communications.
🆘 Fewer support requests — Users solve common tech & comms issues themselves with guides.
💡 Higher productivity — Staff use the right tools, channels, and workflows efficiently.
🔄 Smooth onboarding — New hires become ICT-proficient quickly.

1️⃣ Discovery & Documentation 🕵️‍♂️

Goal: Capture everything about your ICT systems — computers, software, and all communications — in one place.

Inventory all ICT assets & tools 🖥️📦📡
- Hardware: servers, laptops, desktops, network gear, telephony devices, printers, mobile devices
- Software: ERP, CRM, project management, VoIP systems, messaging apps
- Cloud services: AWS, Azure, Google Workspace, Microsoft 365, hosted VoIP/PBX
- Communications channels: email, chat platforms, video conferencing, SMS gateways, collaboration tools
- Integrations: APIs, automation scripts, in-house apps
Map processes & dependencies 🗺️
- Which teams use which systems and channels
- Mission-critical vs. nice-to-have
- Single points of failure in ICT infrastructure
Document configurations & settings 📄
- User guides & admin guides
- Network diagrams, call flow maps, system schematics
- Change history logs for systems and communication channels
Centralize everything 🗂️
- Use a secure knowledge base (e.g., Confluence, DokuWiki, SharePoint)
- Searchable with access by role

2️⃣ Role-Based Training Design 🎯

Goal: Each role learns exactly what they need to manage ICT effectively.

For ICT Department 💻📡
- Systems & network administration
- Security protocols for IT + communications
- VoIP/PBX administration & troubleshooting
- Backup & disaster recovery for both data and comms systems
- Vendor & license management for hardware, software, and telco services
For General Staff 👩‍💼
- How to use email, chat, video conferencing, and phone systems properly
- Cybersecurity awareness for both IT and comms (phishing, social engineering)
- Reporting ICT issues effectively
- Best practices for document sharing and internal/external communication
For Managers 📊
- How to request ICT changes or enhancements
- Monitoring ICT performance metrics
- Budget planning for ICT upgrades
- Policies for communication etiquette and data security

3️⃣ Training Delivery Methods 🎓

Goal: Easy to learn and refresh for both IT and communications topics.

🎥 Self-paced video tutorials for ICT tools & systems
🖥️ Live workshops for interactive Q&A
📜 Step-by-step guides for common ICT workflows
🧩 Quizzes & certifications to verify understanding
🆕 Integrated onboarding modules for all new hires
🔁 Quarterly refreshers to update knowledge

4️⃣ Continuous Improvement 🔄

Appoint a Documentation Owner in the ICT team 📌
Update documentation & training after:
- New ICT system or communication tool rollout 🆕
- Major upgrades or policy changes ⬆️
- Security incidents or communication failures 🚨 (include lessons learned)
Issue a monthly “What’s New in ICT” bulletin 📢