Symptom: Other people in the organization don't respond well enough when the help desk calls for second-level support.
When second-level support is required, the help desk should not pass clients to others, but rather should subcontract with others and maintain accountability to clients. The rest of the organization must understand that supporting the help desk is a top priority, since it is a critical determinant of client satisfaction. In fact, for everybody else in the organization, the help desk is one of their most important customers.
Sometimes, calls from the help desk are considered a nuisance. The concept of help desk as a customer, or the importance of the success of the help desk to everyone, may not be well understood. This indicates a lack of recognition of internal customer-supplier relationships.
Another (more generic) way to state the problem is as follows:
