so do all help desks! you have to get the call to the right people if you can’t do it yourself… it’s the nature of the beast!
i agree with whitey and chris… there are problems with every help desk but you have to start somewhere… i started on-site about 6 months back and in that time i sat and did a query of helpdesk tickets… 60% of which are quota increase requests for home directories…
i wrote one script to increase quota by username and send an email out and all of a sudden the helpdesk escalation volumes got cut in half.
one more script to reset NT account passwords cut that amount down in 1/2 again… the poeple here said that the help desk has NEVER run as smooth as it has now, because when they get a call to handle a quota or nt password, they type password %username% or quota %username% and it does the deed and emails the user… they close the ticket and it’s done… with two simple scripts that took me all of 2 days to complete…
so start with collecting data and pinpoint the hangups… then move from there, someone somewhere can help… and if not, send them my resume… i can do side jobs on the weekend…LOL-z