Quote:
Originally Posted by Resolute 14
Depends on what you want your help desk to be. If you are only looking for a call centre, then you could haul a drug addict off the street and he'd succeed so long as he is able to read and follow a script.
If you want a service desk (that works), its gotta be in-house. People that know and have touched the equipment they are supporting. The company I worked for, now contracted too, found out what the difference between the two is the hard way.
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Correct, but in house HelpDesk isnt exactly what you would consider to be IT Mechas. The good Helpdesk (I should have used call centre earlier as the Helpdesk is vital to in house IT) persons are usually older who have level 2 experience but can handle (and enjoy handling) field users who cant understand the cleaning crew might have unplugged the network cable, hence why you have no Internet or Email.
Its one of the reasons it is so peculiar why Dell outsourced its Call Centre over seas. The Call centre is the face of the company after ordering, that should be handled by people who who are essentially customer service reps, and not IT folks. I know why they did it (in their race for the bottom they sold to many comptuers for their NA centres to handle it so they outsourced overseas and turned their biggest strength and selling feature into their biggest liability). One of the worst domino effects decisions of the tech industry IMO.