As a result, they pick up the telephone, which means that someone must be there to answer the call. People costs are the single most expensive aspect of any business. Influencing behavior so users feel as comfortable sending an email message as they do phoning could allow the help desk staff to do some multitasking, thereby increasing efficiency. Let's face it, help desk staff, like sysadmins, tend to hear from people when there are problems. Facing endless hours of problem reports or questions that could have been easily answered by the book on the shelf is draining on even the best of us.
Many users complain about the low-quality service they get from help desks.
There is incredible demand for competent help desks. Intel recently announced an answer center that will answer questions about any manufacturer's computer. I'd entertain any thoughts you may have via email. Use our Contacts page.