The only responses to the numerous complaints about long help desk wait times is "we hear you". Shameful, since the execs and the layoff/outsource happy management created this problem! Meanwhile the poor employees keep getting swamped due to lost productivity. Oh, but the Peecock can look at all those dollars saved by gutting most of the help desk. The other answer is to use Scout, the so-called intelligent bot. I don't think Scout is even smart enough to wipe anyone's azz or tell you to hit the "on" switch for your computer. Never mind all the lower productivity numbers due to this, the blame for that will be not enough days in the office - make it 6 days a week!
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Exactly the same thing happened after Wayne stripped out the IT ranks twenty years ago. Management by hatchet.
The “we hear your frustration” is just an empty response. There would be a rapid resolution if the Executive Council and their support staff were waiting for hours to get support. Fortunately the EC and their staff have the luxury of Helpdesk on demand. No long wait times for them. Ask Wayne or Amala if they have experienced the productivity loss due to the support hold times. No, because neither of them know the number for the Helpdesk. IT was placed in this situation due to Wayne’s demand for budget cuts. Now the employees and customers suffer due to the continued poor business decisions made by the EC.
This is what happens when you outsource an entire operations team to save money. USAA is not the only company using them for a helpdesk. When we call we are in line with other companies. These companies do not have a sense of priority or urgency because it is USAA calling. Amala was warned that this would be an issue but still signed the contract. Amala’s only concern was budget cuts and not how it would negatively impact the employees.
They're "aware of the problem" please hold...click...🙄.