I work with an insurance company as part of its support section. We presently support 400 users. I have been drafted into a team assigned to define the scope and establish the boundaries of a help desk. However there is a disagreement amongst it’s members concerning the technical level of the HD staff.
One group sees the HD as merely logging and allocating service request, with an ability to resolve only the most routine of problems. They see a definite distinction between the HD and Support Staff. With all major problems being alocated to the Support Staff.
The other group sees the skill levels of some of the HD staff as near equivalent to that of the Support Staff. More research is being done as a means of resolving the issue.
Can anyone offer any advice?