Some of IT’s customers have always preferred to walk over and speak to someone rather than phone the Service Desk. Generally though, management and consultants have actively discouraged walk-ups to Service Desk staff by customers. Some companies I’ve seen have gone so far as have the Service Desk behind locked doors, or hidden away in some dark corner or basement.
Yet increasingly we’ve seen clients who have IT outposts around the organisation they support, and they tell us they and their customers love it. So, why is there this apparent discrepancy? Is it just a flash in the pan inspired by the glamour of ‘Genius Bars’ and all things Apple? And is it something you should be considering for your IT department?