Desktop User Support
Any organization that uses computers needs to have some form of end-user support. This can be provided in a number of different ways, but this support needs to be available. Lack of this first-level support is almost certain to result in significantly more costs, in staff time and data loss, than it will cost to provide.
Desktop support resources should be able to help you use desktop software and provide basic desktop troubleshooting skills and networking skills. Desktop support should also document problems and solutions. This documentation can be as simple as a paper log, or as complicated as an automated trouble ticket system.
There are two main approaches to provide this support: internal support resources, such as an IT manager or accidental techie, and external support resources, from a volunteer, mentor, or professional support organization.
Internal Support
Any organization that makes significant use of computers should consider having some level of internal IT knowledge. Someone with basic computer support training can solve most of the computer problems encountered by computer users and someone needs to be responsible for coordinating additional support resources as they are needed.
Smaller organizations may find their needs are best met by selecting and training an accidental techie, a staff member who has basic IT skills, but whose primary responsibilities are not IT-related. This role can be very useful both as a first responder to IT issues and as an interface with external support resources.
Larger organizations or organizations with significant investments in IT should have a qualified IT manager on staff, who can handle both the basic helpdesk functions and maintain and manage higher-level IT resources, such as servers and network equipment. For more information on these roles, see the staffing section below.
External Support
Most organizations need to have access to high-level IT expertise for those occasions where problems occur that their own staff cannot handle. Many organizations would rather not spend resources on internal IT, and look to external IT support providers for all support. In either case, organizations need to understand that the even though they do not have tech expertise, they need to maintain ownership of their technology and monitor the activities of external support providers.
Depending on an organization's needs, volunteers or mentors with good tech skills can be an adequate resource, though they may be unable to provide immediate emergency support. Professional support organizations can usually provide fast and effective support, though at a higher cost.
The TechSoup Web site has a number of articles on how best to manage consultants, available at http://www.techsoup.org/techsoup.cfm?id=1423.