Has anyone heard any definitive rumors or other talk about this? Hexaware, the team in Mexico has started taking over several functions of the IT Support number and chat. It seems like the department is being eliminated?
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@Rainmaker - No, English is not hexaware's first language. They are Mexico-based and mostly working out of Mexico. The homegrown IT team is mainly American-born. The current team was formed over 20 years ago, before the IKON-Ricoh merger, and on the Ricoh legacy side, been around longer than that. We have tenured employees who have been there nearly 2 decades, gotten stellar reviews, been promoted up, the whole works. Immediate supervisors did not want this, even the director of IT did not want this. The outsourced team closes tickets, does not fix issue, does not call users in time, lots of problems. All of this was brought to upper-management's attention and it got ignored. Some in the Lawrenceville office overheard the VP on the phone with the SVP telling him what a perfect and excellent job Hexaware was doing. This was a lie, and in direct contradiction to the feedback they were given. This is about money and bottom line, not competence, full stop.
Is Hexaware a better resource than the home grown IT teams? or, are they better because they can be paid less for the same level of skill? and overall, does Hexaware employees speak better English that the home grown team? IJS
Entire IT Support center too.
Yes, we got notice last week that Ricoh-USA PC Services is being disbanded as of June 30th, 2019. HexAware has been named as the contract company that will be taking over these responsibilities on 1 July 2019. This affects all Permanent Employees and Contractors currently employed by PC Services.
Yes this is happening. Entire department effective June.
I love how the overseas IT teams close your IT tickets without actually resolving your issue.
I just feel like every time I call IT I get someone in India or Mexico.
Wouldn't surprise me in the least bit.