Awful. Absolutely awful. I work for a large global company who have farmed out all of their IT support to a third party, somewhere in Eastern Europe (Romania, I think).
Everything is done by ticket system. The majority of tickets are closed with no action being taken. The policy is that if they ask you for information three times and you don’t respond, they close the ticket, so often they will send two of them close together when you’re not in, e.g. over a weekend, and just close it. Even basic things like getting software installed is an absolute chore.
Procedure is you raise a ticket. Eventually, you get a response which is always ‘please call the help desk’. You call the help desk. You sit on the phone and wait while someone reads your ticket for the first time. The whole ticket process is a waste of time because nobody looks into your problem before contacting you, you have to call them and hope the person you reach understands the problem. I could not access my email archive because some update had not been completed correctly and ended up closing the ticket because the person on the end of the phone did not understand ‘I cannot access my email archive’, no matter how I tried to say it because their English was not good enough to understand me.
I generally don’t need much IT support, in previous jobs I’ve gone years without speaking to IT guys about anything significant, but I work for a company who has recently been taken over and we’ve had lots of issues with new domains, migrated users and all that kind of stuff, plus our PCs are so locked down we can’t even change our screen resolution. I have never known IT support as bad as this.
Oh yes, I forgot to mention that I can no longer work in the office, because following migration my desktop PC would not boot up. It’s probably fixable, and even if it’s not we have a room full of unused PCs where they made a load of people redundant. Despite repeated reminders and me escalating the issue to local IT management, nobody so much as contacted me about the problem, let alone tried to fix it. A failed hard drive resulting in the inability to do any work was apparently not seen as a priority. I can only do any work because I happened to nab the laptop from someone who resigned (actually, tipped over the edge by IT issues) so I could use it for travel, and now I WFH using that. If I had not done that, I would not have been able to do any work for the last three months and still nobody from IT has even responded.
I work for the worst company in the world.
