I have read numerous postings like these. I have always found the same problem occurs. Whether people would like to admit or not a technical service desk is different from a help desk. While they perform similar in scope, there has been a shocking increase in trying to mush one into the other for processes and procedures.
This causes what I like to call, the Fast Food Tech effect, where the focus is on speed and creates unrealistic expectations on the customer end as it portrays the image that technical support fixes are quick fix solutions (and consequently employee burnout). This in turn makes the client unhappy with the service (as they believe it is a simple fix that should be done now), puts strain on the "help desk" and generally degrades service across the board which is, in the long run, counter-productive. I find that the main way to differentiate between if you have a help desk or technical service desk is to ask yourself the question when hiring "Do I require a person with computer education?".
In the end the customer happiness is the paramount overriding factor and striking a balance of speed, quality of service and customer happiness is the eternal struggle.
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