How to run a helpdesk - two readers, two different scenarios

Ever wondered how to make your IT helpdesk function perfectly? It was the subject of this week's Director's Cut column by columnist David Taylor (http://www.silicon.com/a56061 ) and it is something of a holy grail for IT departments around the world.

With that in mind, we'd like to keep the debate on the subject going, and earlier this week we received a piece of feedback that stood out. So much so, we publish it below in its entirety, complete with a response from another reader. See if you agree, and let us know your thoughts...

Re: Top tips for happy end users (http://www.silicon.com/a56033 )
From: Nick Allen

In my experience, although I can't be credited with the idea, the one single thing we did which achieved outstanding results for happier and more IT literate users was to seat two IT support staff among the users on the floor where most IT support was required. IT support requirement has dropped dramatically, users are becoming more savvy and machines are being maintained more pro-actively.

Your IT staff will be bound to be initially against the idea and as a manager, it presents certain challenges but believe me, the difference it makes is enormous. IT staff fears of being demoted to just desktop support are largely unfounded. If anything, with the support requirement dropping dramatically they're freed up to do more interesting project work.

The working relationships the IT department now has with the users is 20 times better than it was and user perception of IT and the service they receive is much better.

If your department has four or more IT support guys (preferably with a personality better than the IT guy on The Office last night), then try it for a month and see the difference.

However, another reader, wishing to remain anonymous, responded:

Sadly, our IT support officers are more like the guy in The Office! They cover five offices in the area and will only accept help requests by special email form. I work in the same building, but am not allowed to speak to them (apart from pleasantries) and would be told off if I dared to ring them!

Any problems they can't sort have to go to a national system that may or may not solve it within three days, depending on their mood. Access to systems can only be changed on a specified night of the week, so if a program disappears, you have to wait until Friday morning for it to reappear (if you're lucky), or maybe the next week.

Oh, and if you need an extra PC for an office, it will be sorted within thee months!

So on which side of the fence does your IT support fall? Let us know by posting a Reader Comment below or emailing editorial@silicon.com.

Related content:
Top tips for happy end users
http://www.silicon.com/a56033
'Post-spending frenzy now's the time to streamline IT'
http://www.silicon.com/a56097
Computer heal thyself, says IBM
http://www.silicon.com/a56023
Do you control your laptop, or does it control you?
http://www.silicon.com/a55822
Helpdesk hell: your reader comments (part 2)
http://www.silicon.com/a55200