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ICS Helpdesk forced to train Vegas TSC and than get laid off
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<blockquote data-quote="Mithic" data-source="post: 685657" data-attributes="member: 25219"><p>There is no scripts for troubleshooting. There is support documents, and procedures depending on what the issue is, but nothing like a flow chart for troubleshooting. There is always some bad apples in the bunch, some of the people that don't know the proper steps or full troubleshooting, it happens at every level of a company. </p><p></p><p>As far as the 15 minutes is concerned, its all procedure handed down from Corporate to TSC. Anything that is critical or a system failure cannot be at the TSC for longer then 15 minutes to avoid causing a sort to fail or a problem with the building. It's been that way since day 1, and was put in place by people that are over both our heads.</p><p></p><p>The Las Vegas help desk would of loved to provide more troubleshooting on issues, and perform more operations. However for the longest time now they have been stonewalled by ICS with sharing information. ICS would rather gripe or tell them they can't have the rights, then to pass along solutions, ideas and fixes for problems. Part of the reason for the consolidation is for the TSC to handle alot more responsibility that ICS has strong-armed to keep. Now the TSC agents will have far more rights, and the new desk implemented will mainly be handling things that have to interact with 3rd Level or that are too sensitive to let the TSC handle. You might want to complain about the TSC and how terrible it might be, however its done well enough to replace all the region TSCs and Telecoms and perform sufficiently to now replace you.</p></blockquote><p></p>
[QUOTE="Mithic, post: 685657, member: 25219"] There is no scripts for troubleshooting. There is support documents, and procedures depending on what the issue is, but nothing like a flow chart for troubleshooting. There is always some bad apples in the bunch, some of the people that don't know the proper steps or full troubleshooting, it happens at every level of a company. As far as the 15 minutes is concerned, its all procedure handed down from Corporate to TSC. Anything that is critical or a system failure cannot be at the TSC for longer then 15 minutes to avoid causing a sort to fail or a problem with the building. It's been that way since day 1, and was put in place by people that are over both our heads. The Las Vegas help desk would of loved to provide more troubleshooting on issues, and perform more operations. However for the longest time now they have been stonewalled by ICS with sharing information. ICS would rather gripe or tell them they can't have the rights, then to pass along solutions, ideas and fixes for problems. Part of the reason for the consolidation is for the TSC to handle alot more responsibility that ICS has strong-armed to keep. Now the TSC agents will have far more rights, and the new desk implemented will mainly be handling things that have to interact with 3rd Level or that are too sensitive to let the TSC handle. You might want to complain about the TSC and how terrible it might be, however its done well enough to replace all the region TSCs and Telecoms and perform sufficiently to now replace you. [/QUOTE]
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ICS Helpdesk forced to train Vegas TSC and than get laid off
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