The 5-7 most important strategic things that a company can do to ensure that its IT users get adequate technical support. Please be as specific as possible.
This article reflects a lot of this ambiguity:
"Help is Only a Phone Call Away! How to get good service" by Russell Hoffman
(https://www.animatedsoftware.com/misc/stories/jobs/dbmscntr.htm)
A while ago, TechRepublic ran a series on how to set up and manage help desks. You can read the series here:
"Setting up a successful help desk--physical considerations"
(https://articles.techrepublic.com.com/5100-10878_11-5112459.html) and
"Try these efficiency strategies when setting up a successful help desk"
(https://articles.techrepublic.com.com/5100-10878_11-5112468.html).
You might also check out "Setting up a successful help desk"
(https://techrepublic.com.com/5208-6230-0.html?forumID=14&threadID=146 337
&messageID=1623851).
So the information is out there. And more -- for example, consider this website:
https://www.helpdesksurvival.com/