I heard that HCL is implementing a Remote Desktop Support Team or a Level 2 Team to handle software installs and other issues that can be fixed remotely in theory.
Didn't Ascension try this a couple years ago and it failed with in house Field Service techs? How are they expecting this to work with techs based in India that dont know what they are doing? Is this something they are trying push so they can let go of more people?
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That has been in works for a few months now. Very small amount of tasks they’ll be able to and have been trained on. Potential to grow and expand that service.
L2 was the first step of an idea that started years ago.
It ceased to exist with the January 2020 layoffs. My understanding is it created additional problems because the folks that went to L2 weren't back filled and it didn't divert sufficient work from the folks on the ground to offset their absence.
Why did all the IT workers leave for other companies?
You're right, they did try that. I never heard whatever happened, it just kind of fizzled out. Sounds like they're desperate trying to plug up the ever-growing amount of holes springing up in that sinking boat.