ICS Helpdesk forced to train Vegas TSC and than get laid off

[Mithic]

This is strictly about money, it saves UPS money moving ICS to LV, not how well LV has performed. In the future, if UPS thinks it could save money moving the TSC to India, you'll be gone too.

It would of been more cost effective to move ICS down to the TSC at the same time they were rolling off the Region TSCs, it was something that was dicussed then, since so much was being done it could of all been consolidated. However it wasn't done because they didn't believe it'd work out. The original corporate roll out group that was at the LV TSC was already putting into motion that the ICS and other support desks would soon be brought down. However because of the work load, and what ICS did at the time, which was far more then they do now, it was halted.

Recently, The first thing they looked at over a 2 month study of ICS, was if they did anything that was unique or unable to be done by TSC. The answer amounted to no. Everything ICS does lately is able to be done by a tech or lead tech from Las Vegas with further training. Anything that would of been too hard for a TSC, or required years of experience was often getting sent to third level apps groups anyways. I will say there is certain ICS techs that are fantastic to deal with and are great technicians, on the other hand there is also the same amount that are horrible and rarely know what they are doing. The exact same can be said about TSC, and even more so about TSG.

On the note of TSGs getting more work:
When a TSG calls into TSC for anything other then a valid escalation, they are failing at their job. There is no resource or magical buttons that TSC has to fix TSG issues, TSGs have the exact same document access and solution searches we do. However TSGs were used to the Region TSCs doing their work for them. The quality didn't degrade, the workload was just pushed off to the proper place. TSGs we talk to often don't want to do the long fixes and look for ways out, or ways to get someone else to do it for them. The greatest TSGs are the ones that never have to call TSC.

On the note of Self Swap:
Its about convenience and time management. Why should a user need to call TSC, to dispatch a Service order that a TSG might not feel like doing in the middle of the night, we've had tsgs flat out refuse sev 5s and 2s because they were too tired, they were too far way, or they just cancelled it, or even when the tsg does respond promptly they still have more downtime. A preload user/supervisor can easily grab a spare printer,scanner, monitor etc throw it on the workstation and at the most need to call TSC for a quick reinstall. That process is far more efficiency for operations then sending a tsg. Same with replacing simple hardware, mice, keyboard, print toner/ink.

[TechGrrl]

On the note of Self Swap:
Its about convenience and time management. Why should a user need to call TSC, to dispatch a Service order that a TSG might not feel like doing in the middle of the night, we've had tsgs flat out refuse sev 5s and 2s because they were too tired, they were too far way, or they just cancelled it, or even when the tsg does respond promptly they still have more downtime. A preload user/supervisor can easily grab a spare printer,scanner, monitor etc throw it on the workstation and at the most need to call TSC for a quick reinstall. That process is far more efficiency for operations then sending a tsg. Same with replacing simple hardware, mice, keyboard, print toner/ink.

Back to the future: when we first brought PC's into the business, the users did all the installs and upgrades themselves. Then we needed to add support staff when stuff got too complicated. Now we don't need support staffs because the user can do it themselves? Whoa...my head is spinning.

Sounds like someone is playing accounting games. If the user does it themselves, poorly and taking a lot of lost time from their REAL job, it doesn't show up as a cost. It really IS A COST, it just doesn't show up anywhere. But a real support person shows up on an accounting report as a real cost. Not a hidden cost.

So much for IE and F&A knowing what the hell they are doing....

[randomUPSISer]

Having had a production support issue recently where I needed to call the "NJ ICS" helpdesk to have production servers restarted, I can without a doubt tell you that they new LV helpdesk is worthless. Had to page out the group that supports the servers to do a simple server restart. This is something Ive had the old ICS do many many times without issue.

Yay for outsourcing

[Mithic]

Having
had a production support issue recently where I needed to call the "NJ ICS" helpdesk to have production servers restarted, I can without a doubt tell you that they new LV helpdesk is worthless. Had to page out the group that supports the servers to do a simple server restart. This is something Ive had the old ICS do many many times without issue.

Yay for outsourcing

Couple of problems here.
Lv does not start taking any Ics calls until late April. You were talking to someone in Nj.
Also Las Vegas isn't outsourced the tsc isdirectly controlled by Corporate. It's a Ups owned and operated call center.
Thank you for helping prove my previous points about the current ics and why they are now replacable

[whiskeyagogo]

Lv does not start taking any Ics calls until late April. You were talking to someone in Nj.

Las Vegas has been taking certain calls previously handled by NJ for sometime now; certain first level support calls were routed to LV quite some time ago (years?). I have experienced both LV & NJ support for these items and unfortunately have to agree with the previous poster that LV does not measure up. I am sincerely hoping they do better with the massive turnover they are about to receive and hoping history doesn't repeat itself.

Like Random, getting a server restarted or even checked to see if it's online seems to be a challenge to Las Vegas. Maybe it's a blind spot in their training procedures?

[randomUPSISer]

Couple of problems here.
Lv does not start taking any Ics calls until late April. You were talking to someone in Nj.
Also Las Vegas isn't outsourced the tsc isdirectly controlled by Corporate. It's a Ups owned and operated call center.
Thank you for helping prove my previous points about the current ics and why they are now replacable

I cant say for certain who I talked to. What I can say is they didn't have a NJ accent like every other NJ ICS person I've talked to over the years. That alone doesn't guarantee anything of course.

Also, LV is corporately owned by UPS? It was my understanding that Corporate CSC had been using the LV call center for a good bit of time as an outsourced center? (Along with tampa, and the other couple big ones across the US) Is that understanding incorrect?

[Mithic]

Las Vegas hasn't started taking any calls for ICS yet. Nothing so far has changed that would impact a caller or what they got, its all behind the scenes atm. All you might have is an extra person listening or introducing you to ICS, however thats all just information gathering. LV only gets calls when you dial the option for ICS if you hit the wrong option. ICS changed it's IVR a while ago to route anyone that didn't use the Helpdesk option to LV, that was done because they got tired of dealing with direct dials who didn't get a case.

LV started as an outsourcing company back 10 or 11 years ago. After doing work for UPS, UPS bought it and folded it under its UPS- Telecommunication Services wing. It's part of UPSTS which is a UPS subsidiary. The LV call center handles multiple functions of UPS within it though, the TSC is just one part of the operation.