POLL: Face-to-face vs Remote IT support

Many IT directors seem to invest a great part of their IT budget in an unnecessary number of desk side support analysts, rather than in new technology to speed up operations through remote intervention. Their justification is something along these lines: ?Users like that personal touch. They feel awkward when they have to interact with a voice over the phone or deal with automated tools. They like to have a friendly face at their desk.?

Is this the truth or an assumption by IT? Do users just want their problem fixed which ever way is quickest, be that desk side or over the phone?

Please participate in this poll and share your opinion: