Three hours later the Level 1 person contacted me, agreed that they could not solve this and would escalate the issue.
Three and a half hours later, the Level 2 person contacted me and spent three hours working on the problem and agreed that they could not solve this and would escalate the issue.
Two hours later the Level 3 engineer contacted me and we spend 15 minutes to fix the problem.
Total fix time: NOT FOUR HOURS.
Now its 2200 and I am really tired of waiting, the problem is fixed and the blamestorming has begun as to why the SLA was not met. The look on the management’s face when they realise that they signed the contract knowing full well that this was the deal. “Four Hour Response” means exactly what the Help Desk company wants it say.
Chew on that suckers. Even after I told you the problem when you negotiated the contract, and pointed out that the service level would not be any better than doing the work internally. But no, you had to outsource that work because you thought it would save money, and now my knowledge base is shrinking because I don’t have enough people in my team to share knowledge with. I don’t have anyone to discuss the problem with and dynamically solve the problems.
And when I walk out the door, you will all pat yourselves on the back and say “we have the helpdesk, nothing to worry about”, and then realise that the Help Desk needs an intelligent question to get an intelligent answer.
So long suckers.
Four hour SLA ? Yeah right.
That’s how outsourcing sucks.
And yes, I spent the time between help desk calls not doing anything, after all, it’s the help desk that does all the work. Right ?