I’ve been on hold for an hour and haven’t spoken to anyone yet. This is like trying to call the DMV. Do they not realize that us not getting IT support means we likely can’t do our jobs?
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I was on hold for IT for a total of three hours today. Three hours! The first guy actually made my situation worse, and got me completely locked out of my computer. Right as I said, "Now I'm locked out," he said, "I will send you to apps now." (I think that's what he said ... he said it so fast) And immediately, I was on hold again. And that hold "music" just adds to the experience. Same song over and over for three hours. (Do we still have employee mental health assistance?)
If you don't like the lines at the DMV, hire more DMV workers.
If you want small government and don't want to hire more DMV workers, bring a book and stop complaining about the DMV.
Most useless cliche of all time.
@1wiq+1dvaHdPE
Not sure where you work, but it's entirely possible to do your job and solve a lot of issues on your own, especially with the self service options available.
IT gal here. We too feel the pain.
Biggest problem is that we are no longer empowered to solve issues ourselves. What use to be fixable ourselves in minutes now has to be done through a "process", and that means dealing with red tape, offshore people, English language issues, etc.
Things that in the past were solvable very fast simply can't get solved at all now. I don't know where this is going to lead, but it can't continue like this.
I'm in IT. The teams I interact with used to be all stateside, now they are mostly offshore with a couple Americans around.
I expect my team to go that route as we have more and more work going offshore.
The problem is there has been a massive skill drop off.
Those who moved from offshore to live in the US are good. And there is a reason why they were brought to the US. Those who are offshore and stay offshore are because they just aren't as good.
The OC only cares about cutting costs to drive up the share prices before they ride out to the sunset in the next couple years.
None of them see or care to see the long term harm they are causing.
@oun just wait until SNOW, then even the helpdesk will need help.
You need to go into the office to get tech support, right Saul?
Wait until we all get a fresh new VDI! All issues will be resolved
between rolling out new disk encryption and causing issues, office 365 and causing issues, and teams and causing issues I think half the bank is probably calling them
Your wasted time directly increases shareholder value. Most of the support you are looking for has been offshored to India to save money (increase profits). Those agents are not actively monitored and really don't give a pi-s about fixing your issue. They will just transfer you to someone else that won't help you either. We also recently received a formal email from management stating the long wait times will not be going away, it is how things are operated now. So, good luck!
Tell the system you want to deposit $1,000,000 till you get an inoculated zombie on the line.
I heard IT is affected.
yes all of IT has been laid off. they were all impacted this week.
the executive leadership will destroy this company via cost cutting. i used to get a local tech support resource for support within 5 minutes. now this rubbish.
I like the chat option, but they are limited in their experience.
It is because the support model shifted to offshore level 1 help desk support. Anything deemed common enough for a script resolution goes to low wage front line call centers. When there is an incident, these become overwhelmed due to lousy india infrastructure and apathy.
Its the reason most of tgese big companies now have a "help yourself" option with the scripts right there that you can work through.
Its more likely a half wit in america can work a script better than the phd level call center offshore resource working from home in a dirt floored shanty on pirated internet
Your wait time was a calculated business decision.
Don’t worry shortly after you do connect to someone, we have a switch that will disconnect you so you start all over again. Alternatively, you can try the chat feature and wait there for two hours.
I wish, I'd love a year off.