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Level 1-3 Support
Brilliant idea to abandon them. They should never form part of the IT budget. If a user needs support it should be 'purchased as a service'. In theory the individual IT support people could still be there, but responding only when support services have been purchased. A line manager is going to get people to buck up quickly when the same user over and over costs the department ??15-??20 a time to have their password changed. In the same vein, if there is a real issue with software that is persistently cropping up, your IT issue will be flagged up faster if someone is paying for issues to be resolved that aren't their problem.