Most of you will have experienced IT Support. Often, it involves long waits on the telephone to an off-shore call centre. In many cases, the operator has no real knowledge of your system or how you use it. They are just reading from predefined scripts.
Frequently, you can arrive at the wrong department and have to be transferred multiple times before getting through to someone who can help. Frustratingly, you have to answer security questions even before you get to state the reason for calling.
And lastly, trying to speak with the same person twice can feel impossible. I think we have all experienced this at some point or another.
Refreshingly, we do IT support differently: