I just spent 72 minutes on hold to get disconnected. Did they lay a bunch of help desk staff off or what? So now my productivity is now taking a double hit… anyone got any details? This is ridiculous…
29 replies (most recent on top)
Fustercluck is more like it!
It's "ServiceNow", not "snow". ServiceNow is an IT Service Management solution. Snow is an IT Software Asset Management product. But yes, the ServiceNow implementation here at WF leaves something to be desired. Actually, it is straight-up FUBAR!!!
This is what happens when you have covid, mass layoffs and decide to incorporate a new piece of SW (snow) that is extremely convoluted to use. Then on top, well you decide that MYIT is going to be a godsend, pat each other on the back, as this will decrease call times by half. Why, because a third of the bank will solve their own problems with this amazing piece of SW. But wait, don't you think we should hire and train some techs just in case this doesn't work out the way we all think it should? What did you just say, blasphemy, wait one sec while I finish this sip of coffee? Now, next question. Of course, we are going back into the office because we are agile. Sooooooo, now they are scrambling to hire contactors and train them asap to help with the 90-minute wait times. And, once again, bring in techs within to help out. Great planning.
yes this MyIT is trash. SVB tasked MB with a 30-60-90 remediation plan, but it is just complete trash. The helpdesk can't do anything about anything anyway. They just open tickets. They are glorified administrative assistants or secretaries. It is just like taking a phone calls and writing down a call back number. even getting a good call back number is a hard task for them
@1pte+1ebLTFoz
I know some field techs who had supported users in desks were helping with calls when everyone began WFH - because obviously they couldn't help people at desks. It's not that they didn't have work to do, it's more like they couldn't do what they normally do because no one was there.
You need to follow the process.
I can't tell you what that process is. Nobody can.
But you still have to follow it.
@1aky+1ebLTFoz
Agile happened. Release first - even if buggy - then patch or add features later.
Our technology used to be not all that innovative but it worked. Lately so buggy and the support wait times are a joke. What happened?
The tech here is a fu----g shitshow, but hey SvB got some stupid a-s award and is still slurping his coffee and TK is right below him slurping on something else
#bankontech
I got glitched out of IT chat 3 times last week just trying to chat with a live person. It would go down to less than a minute wait time and then never go anywhere. I went back into the chat logs and one showed a person actually entering the chat and trying to help. I had nothing on my end.
Finally called and it took 2 calls, both over 45 minutes before a person picked up the 2nd time. First time I got disconnected.
Use IT chat, don't telephone IT. Chat responds quicker.
last year i talked to someone in tech connect who was not part of tech connect. She told me she was from another tech group that was asked to help TC since the call volume was high. I think she was a level higher tech and she said that nobody in her team liked helping out TC however they didnt have much to do either at their level either, go figure.
Tech department in shambles. All new hires checking their laminated chart for troubleshooting your issue. Ok step 1, restart the router.
I gave up after two hours tomorrow is another day. Productivity/slowductivity.
5-6 hour wait times, please who cares, Charlie got a real deal
Any chance this is related to today's AWS outage?
Same deal with the online chat. I tried chatting and it counted down from "your wait time is 17 minutes to under 1 minute". Only trouble is it stayed at wait time under 1 minute for about 30 minutes when it errored out.
As others have stated, calling usually takes about 1 hr to get a human.
I heard tech is affected.
Yup. My laptop’s fan has been on its last leg for awhile now. So I do the responsible and order another laptop. It comes it and I have to call support to finish getting it configure. I sh-t you not, I tried for a week straight to get these people to even understand that I had a new laptop and was calling them to get it configured, as the instructions told me to do. After numerous hang-ups and transfers I said sc--w it. Returned the new laptop and still using the old. I think they outsourced that entire department to some offshore third party outfit. Probably the lowest bidder.
The bargain basement 'techs' at the call center are not techs. They are barely even operators. Can't route calls right, can't answer even the most basic issue, etc.
@asd+1ebLTFoz
There's a website you can use for that, that works even if you cannot log in to your device. There's almost no reason to call in for password help.
@roo+1ebLTFoz
And a small percentage of those are the actual people answering the phone. The rest are field techs, developers, engineers, and so on.
They're having hiring and training problems in India. So e of it relates to COVID over there. There's also all the people that need their password reset that's clogging the pipes. Make sure to change your password before it actually expires. What they don't have answer for is the language barrier.
You know that new software platform that replaced the older software platform a few weeks back?
That is a major source of the problem. The other problem is the model of hiring a bunch of people with no real skill who follow a script. If the script doesn't solve the issue, they are incapable of doing anything so they must find another tier of support.
There are 245,000 people at the bank. Why do I have to wait in line for a teller? What is going on?
You can thank the bean counters for this mess.
The same thing happened to me today. On hold for over an hour. Transferred to someone else for another 30 minutes. No one can answer a question, and i mean no one. There are 24k people showing in IT, what is going on??
I heard they laid off the chatbot cause it had no useful answers for anything. The only problem is, it was recently rehired to be the chatbot for the new HR system. Good luck!
Same. Went through MyIT with a 25 minute wait time only for it to say it timed out after 30 minutes and to reconnect if I need assistance "finishing" the issue; they never even started.
They must’ve gutted that department because it takes forever to get through and when you finally do, they have no idea how to solve the problem. Maddening.