all of the studies stating that Help Desk groups should be shut down. Ours runs as a customer/user support function that has had to change as time passes. And we have people in the company that fall across the spectrum in needing support, explanation, assistance or whatever the correct way to say it is.
As technology becomes even more pervasive in companies, there will always be those who need support as they lag behind the technology curve while they maintain their currency on export-import laws, FASB rules, IFRS/GAAP changes and the like. While we rely on them to know the minute details of their areas of expertise, they in turn will call on us when they feel the need to do so.
As some have alluded above, it is sometimes those that profess they need no help that require the most in remedial help.
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