Accidental techies

In small VCOs everyone is asked to squeeze extra roles into their job description. Some people help write a budget and end up being responsible for finances. Others draft a letter asking for money and end up being responsible for fundraising.

A small organisation is likely to rely on an 'accidental techie' – a person who knows how to set up a mail merge but ends up dealing with the quirks and foibles of the whole ICT system.

An accidental techie may be asked to help with basic problems, such as lost passwords, or clearing the printer. Or they may be involved in troubleshooting that requires a level of technical knowledge and an understanding of possible solutions. This can include 'Why isn’t my email working?', 'I've just deleted something – how do I get it back?' or 'How do I install the printer on this machine?'

Whatever level of support they are providing the first step is to acknowledge their role and work with them to clarify their needs, such as training or external technical support. You’ll needto look at their job description and decide how much of what they offer informally can be included in their role.

They don’t need to be an expert in every single piece of software, or be able to strip down and mend every printer, computer and monitor, but they may feel more confident if they’re given time to study a basic ICT course such as ECDL (European Computer Driving Licence). It can also be useful for them to carry out a DIY ICT health check, help draft policies and procedures and keep tabs on frequently asked questions and the most useful answers.

Your accidental techie will probably be popular with external ICT support companies, who will usually prefer to deal with the same person as much as possible. Indeed they may also provide informal training, based on the most common problems they deal with, and suggest what to try before calling for support.