Cutting support desk costs by reducing staff, cutting hours, or outsourcing can help an IT department’s bottom line.
And it can hurt the company overall if it reduces employee productivity.
If employees can’t access critical systems, cutting support desk costs can also cut into billable hours, damage customer relationships, cut into production schedules… all sorts of bad stuff happens. (Think about the time wasted when an employee who needs help turns to a co-worker instead of IT.)
The answer may be to design applications in such a way that employees can help themselves.