I've worked for various technical help desks over the past 20 years and I'm saying that if a help desk is setup properly, ombudsman services become unnecessary.

I've worked for various technical help desks over the past 20 years and I'm saying that if a help desk is setup properly, ombudsman services become unnecessary. A big part of this is how empowered you make your various levels. The SLAs I've always worked with, created, and worked under measured time on calls and customer satisfaction was always one of the more important measurements.