covering skill gap: Recruiting, training, motivating and retaining talent can all present problems to achieving the vision of a fully resourced tech support/help desk team with all the right hard and soft skills.
Optimizing support processes: Ensuring the right balance between customer preference, effectiveness and efficiency.
Enhancing self-service: Empowering end-users to resolve their own problems reduces demand on the tech support/help desk team but also gives a growing number of end-users what they want. A potential win-win scenario.
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