I noticed the company I am working for is ramping up additional desktop support folks. Which is interesting, a close friend of mine who works for another fortune 500, said he noticed his company doing the same.
Could be pure coincidence, but I find it interesting that both companies are pushing more desktop support. I heard through the grapevine that my company has heard a lot of complaints from the helpdesk so they are going with more of a dedicated IT service model. I think it's WAY BETTER than a centralized help desk. You get to know the people and they come and help quickly
My friend mentioned his company has a walk up window where you can get immediate help, said it's great.
I honestly love the desk side model. You can just create a ticket and then walk down and boom. Love it.