Question for IT bods - service desk? Support?

[Dan_1981]

Strange question this - but the below description is for a job - but I don't know what the exact job title would be - odd I know.

Main duty is being passed call details from large manufacturers - eg HP, Acer, IBM, Dell etc.

The customer has basically phoned the manufacturer up who has taken details of customer and basic fault. This is all the info that is taken. The info is then passed onto a 3rd party company.

The role i'm talking about is based at this 3rd party company - the person takes the information given from the manufacturer, contacts the customer, and takes further details / discuss the problem further with the customer / end user. They then make a diagnosis and reccomend hardware parts to another department required for an engineer to go to site and fix the machine.

Does this come under the usual 1st/2nd/3rd line support?

or is it a different role?

What sort of salery would a role like that outside of london expect to earn?

Strange question I know - would appreciate any input!

[trackdemon]

Ignoring the fact there seems to be duplication of effort (ie why the need for the first 'record details' call) the role seems to be pretty straightforward helpdesk / 1st line support where they attempt a telephone diagnosis & fix, and if unsuccessful escalate to relevant department.

Salary? Must be £95k pa, and I'll take it.

[bonsai]

I don't think you'd like it to be honest, not much scope for taking bungs from suppliers.

[itsnotarace]

Sounds like 1st line to me, pay up to around 20k depending where you are. Maybe a bit more dependant on exact skillset required

[HereBeMonsters]

Sub-contracted support. All the major IT suppliers do it as they have call centres in India/Ireland/Scotland then sub-contract out to a regional support company. Mainly for hardware, I must add.

I would imagine most people working there would be expected to do 3-4 site visits a day, maybe more and be out on the road for most of the time. Probably £30k if you can fix/fit everything from desktops/laptops to servers and SANs?

[trackdemon]

bonsai said:

I don't think you'd like it to be honest, not much scope for taking bungs from suppliers.

[Tallbut Buxomly]

Wouldnt be Hp/eds at head of food chain would it?? sounds very typical of their ops.

[HereBeMonsters]

Tallbut Buxomly said:

Wouldnt be Hp/eds at head of food chain would it?? sounds very typical of their ops.

Dell do it as well, if I recall correctly.

[Tallbut Buxomly]

HereBeMonsters said:

Tallbut Buxomly said:

Wouldnt be Hp/eds at head of food chain would it?? sounds very typical of their ops.

Dell do it as well, if I recall correctly.

Possibly but in a much smaller scale.

[bonsai]

trackdemon said:

bonsai said:

I don't think you'd like it to be honest, not much scope for taking bungs from suppliers.

http://www.pistonheads.com/gassing/topic.asp?h=0&a...

[speedyman]

Hp have just pulled all their sub-contract hardware support in the uk back in house.

Speedyman

[Marf]

speedyman said:

Hp have just pulled all their sub-contract hardware support in the uk back in house.

Speedyman

As of when?

In February I spent about three weeks trying to sort out an issue with a pair of HP servers we have running some equipment at a client site.

Depending on which department you needed and the time of day you could end up talking to someone in the US, India or Hungary. They fked up massively by sending out an engineer to our offices rather than the client site, and the engineer was lamenting the outsourcing of support.

Edited by Marf on Sunday 18th April 11:56

[HereBeMonsters]

speedyman said:

Hp have just pulled all their sub-contract hardware support in the uk back in house.

Speedyman

Really? So the three engineers from BT Lynx who turned up to fix various hardware this week were working for free?

[speedyman]

Hp were subbing some hardware work to Pheonix, that has ended and all work is direct from Hpcds now from 1st April.

If someones from BT serviced you kit then your contract must be with BT not HP. or the BT guys are Tuped to Hp.

[Mad_Matt83]

speedyman said:

Hp were subbing some hardware work to Pheonix, that has ended and all work is direct from Hpcds now from 1st April.

If someones from BT serviced you kit then your contract must be with BT not HP. or the BT guys are Tuped to Hp.

Guys,

I used to work for said company not fixing hardware but they are classed as HP authorized service centre which gives them the right to repair any HP kit under warranty and claim the money back from HP, depends on what kit HP will sub the work out thier HP authorized service centres to complete the work this is why engineers turn up from many different companies, not sure if this has changed in the last couple of months. said company does alot of HP laptops, servers and printers.

thaanks

Matt