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Huge Technology Barrier
The IT staff know it, the clients know it and management definately knows it. But the helpdesk is an easy "answer" to "track" work being done. Whether it works or not is irrelevant to management. Anything that is not simple, seamless and actually works only handcuffs the IT staff that WANT to support users and bogs down the support process. "Put in a ticket" The white flag of IT!!!