It's one of the realities of his job, says David Harkett, that almost anyone can recognize the costs of a badly run help desk, but few people understand the value of a help desk that solves problems quickly, consistently and with the fewest possible resources.
"The costs of a help desk is a bottomless black hole -- problems never go away," says Harkett, the help desk practice technical solutions manager at London-based BT Group PLC's BT Global Services unit. "It's not so much the money but how you spend it, how you maximize support while not overstretching your resources."
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