We have an Estates Help Desk, we don't it either. We encourage users to talk to us, who understand, rather than an operator who does not.
We have no clerical input, everything is done by the technical chaps (no chapesses I am afraid) in real time straight into the database. Sometimes we sort it over the phone, sometimes we attend site to sort it, most times we make the users bring it to us. Mostly we get a luggage label (ours, orange, printed both sides, etc the other side is a decon cert.) tied on the kit with a fault descripion though there are still too many "broken" and "not workings"
