Department of Agriculture

Every call to CIO helpdesk costs money

In the name of saving money the USFS and I would guess other agencies created help desks for IT issues. Every time we call that number the FS is charged a fee. It gets frustrating when the person on the phone then cannot help you and has to refer you to the next level. Then I get a phone call from the IT person sitting upstairs that she is coming right down to fix the problem. Really?????? These are the same IT people we have had in the building for years and before the consolidation I or anyone on forest could just call or go upstairs and ask for help, no fee charged as the IT employee was already getting paid. Now we have to open a ticket (ding - charge to agency) and then I go upstairs and ask for help. That to me seems like we are paying twice for the same service.

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Idea No. 4562