Italiano (Italia) 
English (United Kingdom) 
IT support within the company should be considered in the same perspective as civil protection or the first aid service.
That is: operators are paid to keep up to date and trained during long (hopefully) inactivity breaks between one intervention and another.
All this to be sure that, when unfortunately - but inevitably - a situation that requires their intervention occurs, they are able to intervene quickly and in the most efficient and effective way possible.
And in that case, no one dreams of blaming them for the money that basically paid for their inactivity until the time of need.
That is: operators are paid to keep up to date and trained during long (hopefully) inactivity breaks between one intervention and another.
All this to be sure that, when unfortunately - but inevitably - a situation that requires their intervention occurs, they are able to intervene quickly and in the most efficient and effective way possible.
And in that case, no one dreams of blaming them for the money that basically paid for their inactivity until the time of need.