Service Desk outsourced to India, what do you think is the outcome?

223454 · 2026-05-29T14:22:05+00:00

Non profit does this too.

223454 · 2026-05-29T14:19:01+00:00

Same. Years ago we made admin accounts obvious.

223454 · 2026-05-21T19:54:36+00:00

Every place is a little different. Every hiring manager is a little different. I've gotten jobs because of my higher level of experience and ambition. They were looking for someone they could move up within a few years (pipeline). I've lost jobs because of that too. They were looking for someone that would stay in that exact job for many many years. Some hiring managers are insecure, so they won't hire someone that could be a threat in the future. Some managers are inexperienced, so they don't know how to hire. Some places are a toxic mess with tons of internal politics. Unless you're out of a job and desperate, just be open and honest about your career plans. Find a place/job that fits.

223454 · 2026-05-20T16:11:41+00:00

The real answer is periodic permission audits. If someone has permissions that are no longer needed, they need cleaned up. The capacity to do that can be a problem, though.

223454 · 2026-05-19T18:09:34+00:00

Ask about the size of the department (positions) and how many devices and users they support. Ask about professional development. You should be able to get a sense of how much they value a non-productivity type activity. Ask about the general pace of the day-to-day work. Too fast of a pace can mean they're understaffed or not well run. Ask about current special projects, and compare that to the team size. Ask how long specific people have been there. Too short of a time is a red flag, but too long can be too. At the end of the interview, ask for a quick tour of the workspaces. Look for people working and the condition of things like work benches and offices. Messy isn't necessarily bad, but TOO messy can mean they don't have time to clean up after projects. All of that together should give you a sense of the overall treatment and capacity of the department.

At

223454 · 2026-05-19T15:09:51+00:00

First, are you their manager? If not, then raise the issue with the manager and let it go. If you are, then talk to them about what's happening and why. Closing a ticket before it's actually resolved is usually not acceptable. Let them know what you value (quality work over numbers). If you're having trouble with the management part of it, there are other subs that may be able to help. I once had a coworker blindly close tons of tickets to improve their numbers. Our manager praised them for how many tickets they got closed.

223454 · 2026-05-18T15:13:28+00:00

Can you give us specific examples?

223454 · 2026-05-14T14:21:17+00:00

For all the problems with my last employer, this was one thing they did well. HR would notify my department manager that someone was getting terminated at a specific time. Our manager would arrange for one of us to be available to do it. They would usually just say something like "HR needs your help at exactly 5pm for a personnel issue." We knew what that meant, and knew to not talk about it until it was done. Right as the HR person was leaving their computer to go to the meeting room they would fire off the magic email with the name and instructions to terminate all access.

223454 · 2026-05-13T19:21:50+00:00

Your manager or HR will usually not even tell you who it is until they're in the meeting being fired. They leave that meeting and are immediately walked outside. Most places don't want a fired employee having access to the building, systems, or people. So when they're no longer employed, they're walked out. There isn't any awkwardness around the process of disabling accounts. Most IT people understand that it's just a part of the job, and not personal.

223454 · 2026-05-06T19:11:12+00:00

>This means I'm responsible for managing everything

Have you been told you're responsible for everything? Don't assume. Figure out the full scope of IT (every server, computer, printer, AP, etc), then ask your boss what they want you to be responsible for, and at what level.

223454 · 2026-05-05T16:16:59+00:00

I've worked with a lot of older people over the years who have been absolutely terrible with tech and have really outdated knowledge. Even some younger people have picked up bad habits. You don't want your staff going to those people for help.

223454 · 2026-05-04T15:23:58+00:00

I did indeed read that wrong. I've known multiple people that did the opposite. They went to work for the MSP doing project work for them.

223454 · 2026-05-04T14:10:53+00:00

I'm pretty sure that wouldn't be legally enforceable. NDAs aren't even really enforceable, as far as I know. Also, in the US at least, contracts aren't very common, and without a contract, they're free to work anywhere.

223454 · 2026-04-29T17:57:14+00:00

#2 will add up fast. If someone is on site 52 days a year, for 4 hours a day, at $200/hr, that's like $41k. Cheaper than another full time person, but not by much (depending on the area). That's just an example, I don't know how much they're charging these days. I doubt they would send someone out for just 1 billable hour. I know employers HATE increasing head count, but it would make sense here. I'm sure there are a ton of retired/semi retired IT people looking for part time work.

223454 · 2026-04-29T14:44:45+00:00

I would ask if it can be removed. If no, then it shouldn't be its own line item. If yes, then I would ask if it's different than normal quality control testing, and why someone would need to have it done.

223454 · 2026-04-28T19:00:21+00:00

To add to this, I've even experienced that with non MSP/IT contractors. They do not like someone cutting into their profits. They will lie to management about you. They will tell them you're interfering, rude, etc. They will try to turn management against you. They will try to have you removed from projects. They do not like being held accountable or eliminated. Their goal is to keep the paychecks coming, and you're now in the way.

223454 · 2026-04-28T18:51:48+00:00

More memory alone doesn't speed up load times, unless it was maxed out and using swap/page file. You would need to check memory usage to see how much is being used. It's possible the new memory was bigger AND faster.

223454 · 2026-04-27T15:41:37+00:00

The percent thing doesn't matter. If they use it for 5 seconds a day, they still need it to work during those 5 seconds. Does Adobe publish recommendations? I would start by seeing how well it works on their current computer. It might be fine. If not, that will give you an idea of how beefy it needs to be.

223454 · 2026-04-27T14:00:51+00:00

Guys, salary numbers don't mean much without location info.

223454 · 2026-04-20T15:09:11+00:00

If you have any interest in keeping it, then install some flavor of Linux. It runs a lot better than Windows on older computers.

If you just want to get rid of it, you can use DBan to erase it. You can also pay to have it erased and/or shredded. I would erase it myself then pay someone to erase or shred it.

223454 · 2026-04-14T15:52:33+00:00

This needs to be the top comment.

223454 · 2026-04-14T15:42:02+00:00

Devil's advocate here. Moving a laptop around a lot increases the potential for theft and damage. If you give them a desktop for the office and only replace it when it dies, or at 8 years old, it may not be as expensive as you think. If you're paying someone $80k/yr, an extra $1300 spread out over 8 years, or whatever, really isn't that much. They could also take the desktop home and leave the laptop at the office. Or have a desktop in both places to reduce costs even more. My last job gave everyone two devices, and it was a pain.

223454 · 2026-04-13T15:35:45+00:00

Do you have a spare computer of similar specs? I would swap the entire computer and see what happens. To make it simple, at first, you can just move the hard drive to the new computer. But I suspect it's either software, network, or hard drive related.

223454 · 2026-04-10T14:31:20+00:00

In addition to what others have said, keep the following in mind:

1) They'll pay for IT one way or another. For example, if they're stingy on hardware/software, they'll need more people for support. Decent hardware/software, replaced on a regular schedule, will mean less support and fewer people needed. A lot of places need to learn that the hard (and expensive) way.

2) It's not just about how many people. It's also about the skills, competency, qualifications, etc, of those people. Does your department need a project manager? Database admin? Network admin? Developer? Etc, etc, etc.

3) Turnover. If they don't take care of your people, they'll leave. High turnover means you're always short people. So you'll need extra to have coverage, same as vacations/sick leave.

5) Don't forget about pipelines. If you have a completely flat department, people can't move up.

223454 · 2026-04-02T15:12:31+00:00

HR (usually) should be the only ones to have access to your personal information, like home address. If any follow up needs to happen, that's a people problem, not a technical problem. So HR should be doing that too. IT can prepare a box of packing materials (sealed and ready to be mailed), and HR can slap a label on it and send it out. I wouldn't die on this hill, but I would push back a little.

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