Issues with a team member

[pineappletop]

I'm a newish manager and have hired a new team member (let's call her Sally) At the interview we asked specific questions relevant to the job role including use of computers, packages etc. Sally said she had loads of experiences of using basic computer packages and an array of databases. She started 2 weeks ago and to be honest, she is dreadful! Didn't know what 'go to your desktop' meant, doesn't know what a tab on the internet is, didn't know internet explorer from google chrome, can't fathom the phone system or the use of Skype. I'm having to explain every single thing to her. Now the more specific packages I expect and have plenty of time for but having to go through everyday how to answer a Skype call, write an email, how to open a new internet tab is so time consuming.
Today's conversation went 'what do I do if the phone rings' (phone is on the desktop) I said you just need to answer it, it will pop up on the screen when it's ringing. She then said but how do I answer it I replied that you hit the green answer button. She didn't get this after 10 practice attempts.
I don't know what to do! She clearly isn't experienced and the job role is so focused on computer skills that the fact she can't do these basic things has put her training on a complete hold. We are split over different sites so she will need to be left at some point and at the moment that just isn't possible meaning my other teams are struggling.
Any advice would be great

@Alonley1 what’s the wage for this job?
It's not high, just above minimum wage

jDid it require really technical skills ?
No, it did specifically state IT competent and a list of things that were essential e.g office 365, use of Skype, experience with databases etc.

Why no IT test if that’s the case .
There were two IT based tests both of which she scored highly on. There were 4 tests in total that all candidates had to complete these included basic IT, job specific. Tasks, English skills and a more in depth IT task.

She could be okay in the end ... who knows . You employed her.
She could yes, however do the 'you employed her' yes I did based on test scores, her CV and information given at her interview.

It may seem I'm being harsh but it's a little suspect to me that she made such a case of saying she had these skills, had very good test scores and now I am in this situation. I plan on giving her a chance, I have had a meeting with HR to define the best way forward. I will set targets and provide the basic IT training, for example though after going over the last 3 days (wed, thur and fri morning) how to work Skype I was then faced with not being able to get hold of said employee as she didn't know how to use it....

Did she do the IT tests remotely before the interview? I'm wondering is she had help at home....

@Alonley1

Well, if you cant be bothered to read the OP's details properly, what sort of a response were you expecting?

Good point StayCool. Maybe have her repeat the same IT tests at her desk?

@StayCool yes they were remote so I do feel that is the case. As we recruited during lockdown the whole process was remote

Agree getting her to repeat the tests at her desk is a good idea.

I was going to ask about the tests. Can you say you are surprised that she's has asked about x given that she scored highly on the test which included it?

I'd let her go asap as she quite clearly lied at her interview, she doesn't sound tech savvy at all, and goodness knows how many hours you'll waste trying to teach her to use the more difficult programmes, when she can't retain "click phone icon to answer phone". So frustrating op, and the longer she's there and the more she cocks up, the more everyone will resent her, which won't be a nice atmosphere for any of you, least of all her.

Making her redo the tests where you can see her do them, is an excellent idea, I agree it sounds like someone else has taken them for her.

@Bluntness100

Just to clarify ageism, which creates unconscious bias, it's associating someone's perceived negative attributes or paucity of skills to the age they are.

So you mentioning her as middle aged is completely irrelevant, it negatively associates her inability to do her job with being middle-aged. It's derogatory and perpetuates negative stereotypes which do hold women back in the workplace, especially women who may have been out of the workplace bringing up children, during a time when the advancement of IT has been exponential.

Saying you're also "middle-aged" is no excuse!

@pineappletop it sounds like your new starter is at ground zero in terms of IT skills, what was their background - if their CV showed they've been in roles such as caring, retail etc,it is highly likely they will never has needed to use computers to the extent you need. Not saying what they did was right, it wasn't, but it may explain their lack of basics. Maybe it's worth supporting them with training through their probation period, plus a buddy/mentor/ job shadowing from an experienced member of staff to get this person on their feet, and see if their confidence grows in the coming weeks before making a decision.

It will be very challenging while trying to be Covid19 safe, but that's life now!

@pineappletop

I'm a newish manager and have hired a new team member (let's call her Sally) At the interview we asked specific questions relevant to the job role including use of computers, packages etc. Sally said she had loads of experiences of using basic computer packages and an array of databases. She started 2 weeks ago and to be honest, she is dreadful! Didn't know what 'go to your desktop' meant, doesn't know what a tab on the internet is, didn't know internet explorer from google chrome, can't fathom the phone system or the use of Skype. I'm having to explain every single thing to her. Now the more specific packages I expect and have plenty of time for but having to go through everyday how to answer a Skype call, write an email, how to open a new internet tab is so time consuming. Today's conversation went 'what do I do if the phone rings' (phone is on the desktop) I said you just need to answer it, it will pop up on the screen when it's ringing. She then said but how do I answer it I replied that you hit the green answer button. She didn't get this after 10 practice attempts. I don't know what to do! She clearly isn't experienced and the job role is so focused on computer skills that the fact she can't do these basic things has put her training on a complete hold. We are split over different sites so she will need to be left at some point and at the moment that just isn't possible meaning my other teams are struggling. Any advice would be great

Does her name begin with an L? This situation is scarily similar to one I found myself in this time last year 😂😂

Not at all funny, and you have my complete sympathy. I fired L in the end. It's impossible to work with someone like that, and especially since I was so clear in the interview that we needed someone with knowledge who could hit the ground running. She swore she did and said all the right things, turned out it was all lies!

I think we employed the lady beginning with L after you! Was just awful for everyone...

I don't know anything about employment law but if possible I would get her to repeat the remote tests. I'd give her one days notice of the re-test. There may be a chance she doesn't turn up ever again. If she does well again on the re-test she might need a little longer to get to grips with the role.

Ah just realized this thread is a few weeks old. I guess the OP has made a decision by now.