Most of them outsource their helpdesk function I know Telewest do to ICL as my brother works for them. The majority of the staff who man the helpdesk it's their first job in IT so while they may have done some MCP's they have no real world knowledge. Also a bone of contention with my brother is that they get in trouble if they take too long or try and fix something that is out of scope, but could be causing the issue
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