TSC - Do you guys get negative marks for opening ICS cases?

Discussion in 'UPS Information Technology' started by nerrollus, Sep 22, 2010.

  1. nerrollus

    nerrollus New Member

    The guys I work with have been having nearly impossible luck getting past the TSC to report very obvious problems to ICS. Does sending cases to ICS negatively impact your metrics, or are we just running into thick headed people?
  2. whiskeyagogo

    whiskeyagogo Member

    Didn't the ICS close as part of the shuttering of the Morristown, NJ building?
  3. nerrollus

    nerrollus New Member

    Sort of. That desk is gone, but they run an ICS desk out of Las Vegas now. I believe some of the ICS people that stuck around are in NOC now.
  4. whiskeyagogo

    whiskeyagogo Member

    Thanks, I didn't know that.
  5. upsnoname

    upsnoname New Member

    That would be YES
  6. Underground

    Underground New Member

    NOC has 3 former ICS people.
  7. 10poundbrown

    10poundbrown New Member

    ICS tech here... TSC does not necessarily receive negative marks, they do have a certain percentage of work they should be solving without escalating/dispatching TSG (resolution rate). The problem you have is that the quality of the TSC desk employees has gone down drastically. Most of the good technicians went to ICS. TSC hired a lot of idiots to replace them. Some of these people have no technical knowledge.
  8. Deeohem

    Deeohem New Member

    Lack of Technical skills we can work with it's the people and documenting skills that need improvement.
  9. Monkey Butt

    Monkey Butt Obscured by Mirrors Staff Member

    That's an interesting statement. Is this the basis for a management decision to cut cost by hiring people with no technical experience to work on a Technical Help Desk?