the helpdesk manager complained. ‘My staff log the call, carefully fill out the
trouble ticket and assign it to second line. And for all the good that does, we may
as well have written the call details on a brick and thrown it into the North Sea,
because the second-line technicians never get back to the user unless they’re
repeatedly kicked. And then we get it in the neck from the user. And they never
fill the solution field in. Best you’ll ever get is ‘fixed’ from somebody who won’t
take the time to do his job properly.’