Employee Service Center - how to display service desk information

[Leri Andrews]

The Background: I am not a developer but a portal and knowledge manager implementing an out-of-the-box portal.  I am striving to avoid ANY customisation, even to the extent of not cloning widgets. I'm also avoiding using the advanced header menu. We are trying to increase self-service but for some markets, there is still a need to contact support via a phone number or an email. This is not going to change before our new portal launches.

Current State: In my current portal I have a custom page which references a custom table which contains all the service desk information for HR, IT and Finance - this includes location, operating hours, phone numbers, chat queues, team lead, email address etc. which is available in several languages.  Users automatically see the information for their location and can choose a different location via a drop-down in case they have staff in another market.

The Problem: This custom table is being retired so I cannot use it in my new (#esc) portal. I need to display the phone number of the desk, the email address, the opening hours etc according to the user's location as well as any 'raise a ticket' catalog items. 

The Solution: We are proposing to use a taxonomy topic page called 'Get Support' or 'Contact Details' and this will then display any tagged articles and IT incident/HR Case creation catalog items. The phone number, opening hours etc will be added as static portal content items and restricted with user criteria. Users will not be able to select details for another location any more.

My Question: has anyone got a better solution?   The proposed solution requires the creation and ongoing manual maintenance of hundreds of content items.  Given that ITSM and HRSD is such a big part of SN where service desks are getting tickets routed to them, live chats opened with them etc. is there really no single place where opening hours, SLAs, team leads, phone numbers etc are stored?