To say no to colleagues?

[2020hello]

So we've had a new system installed and a colleague is the super user. So any questions should go to them.

Other colleagues find me easier to ask questions and I help there and then to answer them.

I don't want my colleagues to suffer but should I be saying no and they need to go to the super user?

I'm not appreciated by managers because they dont really see all that I do I guess and am on a lot less salary wise and its def not my job to be dealing with the new system

Wwyd?

I would be as helpful as I could. At the moment jobs are scarce.

Can you say I'm not entirely sure...but X is brilliant at this new system. They'll be able to help.

Every time.

Why are you not the super user?

My colleagues who I share a room with daily (pre covid) are really helpful. If I could help any if them with an issue I would and they would do the same for me. If i said 'can you go through the official channel?' It would completely change the dynamic. So unless it is becoming too much work if I could help then I would help

If it would not impact on my own job by taking time to answer I would help as it is a good thing to do to work as a team. But if it was starting to take up too much time I may politely say to speak to the super user. Unfortunately bosses tend not to care who fixes the problems below them and no matter what you do they won't appreciate it. Or they will pay lip service but won't ever repay you. But if I've ever gone for a new job I have said the things I was "unofficially" trained in. And if its nhs I understand 😊

I'm not because I didnt implement it the other person did.

I'm quite pro active and on top of the very basic training offer I've done all that I can because I find it frustrating not being able to use a system properly.

Its just annoying when the superuser brings up in meetings with the big bosses about the system but then doesn't actually know how to use it and just fumbles along.
I do want to help them I've said the training wasn't enough but it fell on deaf ears as we only need to know the basics which is not true they needed an individual training plan.

I think I'm just frustrated with it all sorry for the rant.

I won't take it out on the team though, I will help them. Its just the bosses will never see that what was provided to us all was useless

Personally, I’d speak with the super user and make them aware of the queries you’re getting. I’d also make it really clear you’ve been helpful, but as they’re the super user it would be great if they had more visibility so they can review for any future improvements.

I’d also share the same stance with colleagues- super user needs you to check with them as they need to be aware of teething issues or training issues with it.

Only impart the level of knowledge you gained on your official training. Not anything you figured out alone. Otherwise you’re propping up a crap manager. He needs to learn the system and teach others.

It’s not about official channels. If you tell others what to do and get it wrong because you are self taught, whose screw up is that? Who would be blamed?

If they think basic training is enough go with that. If it’s a problem that will become evident to them. Unless you hide the problem by being ‘nice’ and ‘kind’

Could you send a friendly sounding email to the superuser, along the lines of:

Hi,
Is it possible for some more staff training to be arranged, or access to a user manual for xx system?
As you know, we’re ok with the basics and it feels like the right time to learn more about the system now.
The team members are asking me questions quite often - I’m concerned I don’t have the knowledge to be able to provide them with the right answers.
Hope you can help
etc.

And if it’s still left to you, make sure it’s mentioned at your next 121 and on the record about how you are taking on more responsibility.

The only problem with helping people is the super user and big bosses won’t see all the day to day issues and think it’s all fine. That’s the only reason I would bat people back to the SU.