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For us field analysts, domain admin rights were taken away and users were instructed to contact the new help desk -- physically located in a different state -- for all computing issues. Gone was the familiar voice and customized service for users. In its place was a faceless voice reading from a cookie-cutter script and absolutely no practical knowledge of our day-to-day operations.
Here's the kicker: Because analysts and admins were now employees of different vendors, we were forbidden by our respective management to speak to each other directly. All communication was to be done via the tracking database in the tickets that were created by the out-of-state help desk. Since most of us were physically located in the same complex, it was an extremely frustrating situation. There were several times when an issue would come across our desk and we could see the guy at the other end of the cubicle farm who could resolve it, but we were forbidden to take it to him directly.
Confusion reigned and productivity plummeted as tickets were misrouted and lost, areas of responsibility were disputed, issues were diagnosed incorrectly, and descriptions were incomplete, inaccurate, or nonexistent. Work-stopping issues that should have been easily and quickly resolved spent days or even weeks getting shuffled around to the wrong departments and/or passed back and forth between the two outsource providers.
In the case of expired passwords, for instance, an issue that at one time had been easily resolved in less than 15 minutes with one phone call became a weeks-long testament to inefficiency and corporate BS. Word of the massive "Charlie Foxtrot" spread, and our competitors began referring to us by name as an IT model to be avoided at all costs. Both analysts and admins voiced their frustrations, and many offered ideas to make the chaotic situation better, but to no avail. In fact, in an absurd twist the more vocal of us were labeled as "not team players" because we spoke up about the futility of the system they had put in place.
Of course I got out of there as soon as I could. Recently I found a list of the worst CEOs in America, and the head of the company I had been outsourced to was ranked as one of the top 10 worst CEOs in the country. I guess this degree of incompetence trickles down from above.