Some MSPs have technicians answer their help desk phones to help mitigate some of these issues, but that typically results in longer wait times. Plus, the technicians are often only available during regular business hours—which may not accommodate everyone's schedule.
Many help desks assign a priority level to your ticket based on how many people the issue affects, how much it impacts productivity for the company overall, and other arbitrary reasons.
If the issue only affects you or only affects the company in a minor way (e.g., the printer can only receive jobs from one computer in the building), you may end up waiting days or weeks before getting a call back (even if your job relies on printing sales material and the printer is on the other side of the building).
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