what is up with our helpless desk?!

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I tried to speak with someone recently at the helpdesk. It was impossible to understand them. They were trying to help I'll give them that but in the end I still have the same problem. They save money outsourcing but when it takes 3 hrs to fix a problem its more expensive in the end
 






I actually have the misfortune of working for crapgemini..and if you think thats bad you ought to see the internal helpdesk....

we have to deal in 1 week response times (customer 1 hr), 1 month fix for a low priority (customer has priority 1-3) Crapgemini give their own staff for any call a priority 5........

every helpdesk person is polish or indian and you cant understand a f..in word they say..they wont even accept sometimes that you have a problem and of course dont even appreciate that if you cant work, your not doing client work...

no pay rises for the 4 years ive been there, the client treats you like something youve stepped in and the crapgemini management (of which theres 25 million layers) treats you just as bad......

So dont get to mad with us..we try our best...honestly!!!

Crapgemini employee.....base Uk,Inverness Call centre
 






OP thank you for posting about this!!! The outsourced "NO HELP" desk is the worst I have dealt with in my entire career!

It is my understanding Astellas made the decision to outsource to save money...but the fact that number (1) you can't understand a word they say (2) often times the conversations are lengthy and no solution is found = is saving us no saving b.c. it takes reps out of field...makes them frustrated and cranky when they can't get help after trying to talk to someone who doesn't speak english at all and never gives you a solution.

I know they listened about Fridays...so maybe if enough people complain...they will make the IT support for the field english speaking again! Right now it is a waste of time, money and frustration!!! AMEN!
 




































Nothing gets nothing. Promises? When all is forgotten. When the
shakers and doers are gone and those dwarfs who inherited the
pseudo power stand before enlarging mirrors then you have
an insignificant aggrandizement and then who cares what the hell goes on
with Helpless Desk? I suggest all of us move on to somewhere else
for the sake of our families and self pride.
 


















I have worked for Crapgemini for 5 years and in that time I have been amazed by the sheer idiotic and arrogant decisions made by the management.

I've worked in the Nairn and Inverness offices in Scotland as well as Birmingham in England. Up north we refer to the offices as the Mumbai of the north, the helpdesk staff are refered to as bums in seats, rather than brains on phones. You can hardly blame them when new staff are payed a penny over minimum wage, you won't get talent or motivated staff for that kinda coin.

The principal would seem to be, run the service as cheaply as possible for this quarter, then when the client complains we can pay the fines abd look at hiring for the next.

The equipment used by us is a decade old and bodged together. When it doesn't work? Bullshit the customer, but don't let them know your it equipment is shagged. That would be unprofessional.

No wonder we keep losing staff to Tesco, equipment that works and shelf stackers get paid atleast £1 ph more
 






Glenn Ward left in 2009.

Outsourced IT doesn't have to suck. Typical helpdesk calls can be outsourced and answered properly - plenty of companies can do this successfully.

Current IT is to blame. Quit implementing crap technology that doesn't work. And have current IT write up the helpdesk scripts for common fixes and provide them to the helpdesk. This isn't rocket science.
 






I work for Crapgemini in the UK... Interesting that in 2013 they are still this bad. Joining this awful awful company was the worst move I've made in 20 years. Unofficial company motto would appear to be "Your Mess For Less" (I've heard this quoted by one of the Senior Delivery Managers). They arent interested in skilled individuals buit rather filling vacancies with whoever is currently free. 20 years of experience as a DBA? Better put you in a team of testers just as thats what the current "gap" is. Cant wait to leave and go and work somewhere more professionally run.
 






Yeah, but in this case, US Astellas has had good CAP people only to loose them because they put their time in and ask to be transferred to another company account. Why?
1) Astellas management is just mean and nasty to them, as if yelling helps
2) AUST tries to get free work, but if you treat people badly, they are going to charge you for the little things
3) AUST treats the consultants like they are less than 3rd world low class citizens. Enforces the the US and THEM mentality. They couldn't use OUR coffee room, eat OUR food leftover from meetings, followed around to make sure they weren't stealing. It was embarrassing to see.
 






Example of the above, richard muryasz. Astellas management loved him but he didn't want to work in crazy-ville and asked about a year ago to be switched to another account. I believe he is CAP at Eli Lilly now.
 












To Astellas credit, lots of new technology is being introduced that seems to be better than those old tablet PCs and blackberries, but the drawback of this change is that sometimes things don't work as well as they should right away. AND sometimes the right folks aren't doing the rollout. But trending better...

Anyway, good news is that the current outsourcer (Capgemini, who has good and bad folks like any company) is being replaced. By end of year Accenture and IBM will have taken over application support and infrastructure support, respectively. The new help desk will no longer be located in Poland, I believe, I think it will now be in an english speaking country - or so the rumour goes.

To those folks who did a good job at Capgemini, thanks and best wishes. To the others, I hope you find a spot that is more suited to your skills.
 






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