Many CIOs think that supporting personal technology is about … delivering the worst thing you can without raising any significant objections … If that is your approach to technology support, you had better offer as few choices as possible, because you are going to have the least qualified people you can accept.
Now, what we do here at Google is really different… The people we hire to do support are more like systems administrators in another company. The first responder closes the ticket over 90% of the time in my organization.
All kinds of things happen as a result. People are happier. Your organization can change technologies more easily… In the end, we discovered that it is far less expensive to have people who are experts than it is to dumb it down.