Many people think that the closer the help desk is the slower the support seems. However, response times relation to distance isn’t always consistent. Internal support may not be well documented or communicated, so it may seem unclear or undefined. This can cause employees receiving support to have no expectations at all or too many expectations. Either way, it can be difficult to know what expectations they will have. When you don’t know what your user expectations are, you will have no idea how to meet them. When this happens, help desk personnel will often just go about their...