Really? You guys have no idea the numbers of call that clog up the system. People who can't plug in a usb device or follow the simple direction of going to a corporate site that explains how to deal with whatever issue they have, sometimes even hooking up cable-tv or installing a game on a corporate asset for someones brat to play. Noooo you have to spoon feed people to tell them how to reset a password. We aren't talking secretaries and janitors we are talking SVP's and Multi-Degreed Engineers. To criticize your wait time for 8help is to not appreciate the volume of calls and how long it takes to help someone who despite a persons best effort cannot be helped.
Couple all of that with the fact that these are some of the lowest paid and dis-incentivized employees at the Q and it is a wonder how you can keep an employee within that organization. Yet up until the last round of layoffs in IT, the case backlog was minimal.... now? Well you guessed it ... it is ballooning daily, Why? because IT was spending too much money on help-desk. My suggestion is to take any issue you have to the walk up center because more than likely you wont get the issue you are having resolved within any reasonable amount of time using 8help, and if you go to the walk up center you can at least understand the person who is trying to assist you.