An organisation I work for is starting a major nationwide campaign, and will have road warriors out in various regional places. I'm thinking that to relieve stress on the IT team (really development and maintenance focussed) we should find some IT support number who our staff can call and get basic IT support.
Issues like "I'm on Xtra broadband today, and I can't send mail" or "Hey, my anti-virus did an update, and now I can't log in".
They have a mixed IT structure (non-profit) with a fair bias towards PCs, but it's not strict.
We'd supply basic configuration rules for our staff, who may also be using ISP mail accounts. For "real" issues (ie ones that can't be fixed by a phonecall and some helpful advice) we'd then escalate to the technicians.
Email is the largest cause of tech support to date.