To Outsource IT or Not To Outsource

Our company outsourced the IT helpdesk, basically the people that we have to call for everything to do with our computers. Now the company just instituted a charge to call the helpdesk, and if you don't write down your ticket number so you can refer it to them when nothing is done in a timely manner, you get charged a second time. I personally think that it has slowed us down in terms of getting things done in a timely manner, I am sitting around waiting for them to call the sme at hdqtrs when I used to be able to do that myself. They think that 30 minutes is a good response, when I used to be able to contact him within 5.

Don't like it! Too many that you can't understand, or they don't understand your platforms or systems. And now every call comes out of my budget, like I have enough to begin with.