Does anyone else get pressure to transition support work to help desk organizations?
It's happened at the last three places I've been. The enhancement backlog grows, but we don't make much progress because we spend so much time performing support and administering the system.
I just don't think you can expect one quarter of a FTE to pick this stuff up. Maybe some very basic issues like troubleshooting Smart View login issues, but requests are usually more complex.
I think it requires a dedicated person who is good technically, can spend a lot of time training, and can learn some of the finance concepts. Am I crazy?
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