[TelstraClear] Is Helpdesk Coming To The Home of Broadband

Forums › One NZ (including Farmside) › [TelstraClear] Is Helpdesk Coming To The Home of Broadband - New Zealand?

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#549421 24-Nov-2011 13:52

DonGould:
l43a2: I can only assume its my lack of "experience in helpdesk"

Oh. Do you might if I ask what training and qualifications you have that you thought you would be suitable for the job?

With youth unemployment running at 25%, I'm quite keen to understand more about why we're not employing locals on our helpdesks but shunting calls up to Manilla.

im nearly 24 years old i have a diploma in ICT Level 6, been using computers since i was around 5 years old... im currently self employed as a computer technician and times are hard so was lookin for more full time employment. I felt with all this experience of helping people over the phone and in person would be an advantage.

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#549455 24-Nov-2011 15:48

l43a2:
im nearly 24 years old i have a diploma in ICT Level 6, been using computers since i was around 5 years old... im currently self employed as a computer technician and times are hard so was lookin for more full time employment. I felt with all this experience of helping people over the phone and in person would be an advantage.

Ok, I have no idea what ICT level 6 is. Though I have no idea what relates to School C any more either.

I do sort of get what a diploma is, but what level of study level 6 means, pffft.

I totally hear you about the whole 'looking for some full time work thing'. At 23, been there done that.

Kinda funny, I'm working on a project at present that's going to be looking for guys exactly like you, but I'm not looking at Auckland at present... in fact I'm not looking anywhere at present because I'm still working on getting the core of my project sorted.

But I do hear you very much. It's kinda interesting because at 41, I've been developing what I'm working on because I see the problem in the market. Guys like you have done your training and now can't get work here because it's all being out sourced to Manilla. That, as I'm sure is very obvious, really really bothers me.

As a kid they told me computers were the future... they never told me that we'd be just sending the work over seas and leaving us locals with the scraps.

If you've got a degree and can design big stuff then there's still jobs here. But if you just want to apply your skills at a more limited level then our two biggest providers don't want to know you, is the impression I'm getting.

But pffft.... what do I/we know. I posed this question to the Telstra PR person and so have have seen no comment at all.

Really the best thing we can do to help you is take the customers away from Telecom and Telstra and direct them to providers who have local New Zealand based support - Vodafone, Snap, XNet, Orcon and a few others are looking good at present.

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Talkiet

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#549460 24-Nov-2011 16:02

DonGould: [snip]
But pffft.... what do I/we know. I posed this question to the Telstra PR person and so have have seen no comment at all.

To be fair, that was a monstrously loaded question you asked. I don't think anyone would have felt comfortable answering it.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

l43a2

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#549462 24-Nov-2011 16:05

DonGould:
l43a2:
im nearly 24 years old i have a diploma in ICT Level 6, been using computers since i was around 5 years old... im currently self employed as a computer technician and times are hard so was lookin for more full time employment. I felt with all this experience of helping people over the phone and in person would be an advantage.

Ok, I have no idea what ICT level 6 is. Though I have no idea what relates to School C any more either.

I do sort of get what a diploma is, but what level of study level 6 means, pffft.

I totally hear you about the whole 'looking for some full time work thing'. At 23, been there done that.

Kinda funny, I'm working on a project at present that's going to be looking for guys exactly like you, but I'm not looking at Auckland at present... in fact I'm not looking anywhere at present because I'm still working on getting the core of my project sorted.

But I do hear you very much. It's kinda interesting because at 41, I've been developing what I'm working on because I see the problem in the market. Guys like you have done your training and now can't get work here because it's all being out sourced to Manilla. That, as I'm sure is very obvious, really really bothers me.

As a kid they told me computers were the future... they never told me that we'd be just sending the work over seas and leaving us locals with the scraps.

If you've got a degree and can design big stuff then there's still jobs here. But if you just want to apply your skills at a more limited level then our two biggest providers don't want to know you, is the impression I'm getting.

But pffft.... what do I/we know. I posed this question to the Telstra PR person and so have have seen no comment at all.

Really the best thing we can do to help you is take the customers away from Telecom and Telstra and direct them to providers who have local New Zealand based support - Vodafone, Snap, XNet, Orcon and a few others are looking good at present.

That could be a problem with my CV, some employers may not know what ICT level 6 means you can do or have learnt.
The ICT diploma covers a large area of IT eg Operating systems,networks,analysis,design,webdev even a helpdesk module

I currently live on the west coast of the south island the opportunities are limited here i would quite happy to move to auckland to get a job or anywhere for that matter... Australia is even looking good as an option for employment, just a quick look on seek there is plenty of helpdesk jobs worth applying for.

At the age of 5 i knew what i wanted to do when i grew up and it does annoy me like it does you that the jobs are going off overseas and you get stuck with crap service from the providers who've done this...............

DonGould

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#549466 24-Nov-2011 16:08

Talkiet: To be fair, that was a monstrously loaded question you asked. I don't think anyone would have felt comfortable answering it.

Yet, they were quite comfortable to lay off New Zealanders and give jobs serving our community to people in another country on third world wages while people here can't even get jobs and sit on the dole (not far from 3rd world wages).

You're quite right Neil, it was a tough and loaded question. But it's the tough questions we have to ask and answer.

However, as we have your attention, when is your company going to bring jobs back to New Zealanders and stop making us have to suffer trying to understand people in another country, or have I missed the boat on this one and has your company joined Vodafone already and brought the support team back home?

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Talkiet

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#549470 24-Nov-2011 16:13

DonGould:
Talkiet: To be fair, that was a monstrously loaded question you asked. I don't think anyone would have felt comfortable answering it.

Yet, they were quite comfortable to lay off New Zealanders and give jobs serving our community to people in another country on third world wages while people here can't even get jobs and sit on the dole (not far from 3rd world wages).

You're quite right Neil, it was a tough and loaded question. But it's the tough questions we have to ask and answer.

However, as we have your attention, when is your company going to bring jobs back to New Zealanders and stop making us have to suffer trying to understand people in another country, or have I missed the boat on this one and has your company joined Vodafone already and brought the support team back home?

Are you seriously asking a technical person about future plans for helpdesk resourcing decisions?

I have no idea what our plans are, now, or in the post separation world. Whatever we do however I hope is based on proper evaluations on how to best meet the needs of our entire customer base.

I know for a fact (from speaking to helpdesk supervisors in the past) that callers frequently can't tell whether or not the helpdesk people they speak to are in NZ or overseas - partly because of the diversity we have in our NZ based helpdesks.

Please don't use this as a grandstanding forum by posing me a question you absolutely know I couldn't answer.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

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DonGould

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#549473 24-Nov-2011 16:18

l43a2:
That could be a problem with my CV, some employers may not know what ICT level 6 means you can do or have learnt.
The ICT diploma covers a large area of IT eg Operating systems,networks,analysis,design,webdev even a helpdesk module

I currently live on the west coast of the south island and i would quite happy to move to auckland to get a job or anywhere for that matter... Australia is even looking good as an option for employment, just a quick look on seek there is plenty of helpdesk jobs worth applying for.

At the age of 5 i knew what i wanted to do when i grew up and it does annoy me like it does you that the jobs are going off overseas and you get stuck with crap service from the providers who've done this...............

Ok well CV's I'm always happy to help out with. We print them and I often help people to sort them out and they go on to get employment.

West Coast - pffft... iiNet in Australia have hundreds and hundreds of call center staff working from home now.

There is no reason why a provider would not set up a small call center in your suburb to provide service to people in your area. In fact after the earth quake, that is exactly what Telstra did here in Christchurch. They provisioned capacity in to the home of one of their staff and the business team operated from there and they even got in the paper for doing it.

Telstra go on TV and talk about how they're running the world of broadband, they show us TV ads with cartoon characters going up and down the country showing off the super fast fibre network.

Frankly I find it insulting.

As for Australia, pop in and have a coke with me on your way to Brisbane. You'll find your training translates well in Australia, better than it does here. You just put the 3 letters of your course and they don't have a clue what it is, but as long as they feel you've done some tertiary level study they're happy.

I would say though, you 'have to be there' to get work. I would say the same is true for Auckland.

What ISPs do you have on the West Coast?

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DonGould

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#549477 24-Nov-2011 16:24

Talkiet: Please don't use this as a grandstanding forum by posing me a question you absolutely know I couldn't answer.

Neil, We have 25% youth unemployment in New Zealand currently while our two biggest telecommunication/IT companies send jobs they could be doing to other countries to save a few dollars so they can pay the CEOs million dollar pay cheques.

Sure, I might be grandstanding the issue.

If you don't want discussion about Telco/IT policy, employment issues on GeekZone then please do tell where you think they should be?

Perhaps we should just take it to the NZ Operators mailing list? Perhaps talking to the technical community that got a start in the IT world on helpdesks, while working their way though study, would be the place to hold such a discussion?

Or should we just use the NZ Herald web site and get someone like Chris Burton to write an article on the subject.

Where would you like to see people voice their views on this sort of stuff? The trademe message board?

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l43a2

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#549478 24-Nov-2011 16:27

DonGould:
l43a2:
That could be a problem with my CV, some employers may not know what ICT level 6 means you can do or have learnt.
The ICT diploma covers a large area of IT eg Operating systems,networks,analysis,design,webdev even a helpdesk module

I currently live on the west coast of the south island and i would quite happy to move to auckland to get a job or anywhere for that matter... Australia is even looking good as an option for employment, just a quick look on seek there is plenty of helpdesk jobs worth applying for.

At the age of 5 i knew what i wanted to do when i grew up and it does annoy me like it does you that the jobs are going off overseas and you get stuck with crap service from the providers who've done this...............

Ok well CV's I'm always happy to help out with. We print them and I often help people to sort them out and they go on to get employment.

West Coast - pffft... iiNet in Australia have hundreds and hundreds of call center staff working from home now.

There is no reason why a provider would not set up a small call center in your suburb to provide service to people in your area. In fact after the earth quake, that is exactly what Telstra did here in Christchurch. They provisioned capacity in to the home of one of their staff and the business team operated from there and they even got in the paper for doing it.

Telstra go on TV and talk about how they're running the world of broadband, they show us TV ads with cartoon characters going up and down the country showing off the super fast fibre network.

Frankly I find it insulting.

As for Australia, pop in and have a coke with me on your way to Brisbane. You'll find your training translates well in Australia, better than it does here. You just put the 3 letters of your course and they don't have a clue what it is, but as long as they feel you've done some tertiary level study they're happy.

I would say though, you 'have to be there' to get work. I would say the same is true for Auckland.

What ISPs do you have on the West Coast?

We dont have any local ISP's on the west coast afaik, but we have access to all the major brands orcon slingshot telecom telstra clear vodafone snap, the level of service is surperb in terms of speed an uptime.

DonGould

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#549484 24-Nov-2011 16:37

l43a2: We dont have any local ISP's on the west coast afaik,

Well it's time to start thinking about a local ISP so you can generate some local employment in the area.

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quickymart

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#549565 24-Nov-2011 19:02

I'm from there, and I can tell you it wouldn't work.

As to the shift, a typical rostered shift was 9 hours. IE, you start at 08:00 (for example), finish at 17:00. One hour break in the middle. But it's not Monday-Friday; some weeks you would work six days, other weeks you would work four. So it sort of balances out.

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#549567 24-Nov-2011 19:05

DonGould: Where would you like to see people voice their views on this sort of stuff? The trademe message board?

... in a topic dedicated to that question.

Seriously, as the OP there is no excuse for you to not know where this topic should be heading. This is the TelstraClear forum, discussing TelstraClear's possible relocation of their helpdesk. What relevance does the location of Telecom's helpdesk have in the context of your original question?

Anymore blatant side tracks and this thread is being locked.

DonGould

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#549570 24-Nov-2011 19:09

Never mind, I just considered Nates request. I'll start a thread in Broadband on the issue.

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GH33

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#550534 27-Nov-2011 11:00

Slingshot/ Orcon/ Vodafone has got local helpdesk. Do they have the best customer service? How do they rank among all the isps.

CruciasNZ

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#554896 7-Dec-2011 10:53

Personally I think it's morally wrong to push Call Centers overseas when there are so many unemployed here in NZ. Even more wrong that the CEOs get bonuses for saving the company money by doing so.

While I cannot link to the article, there have been studies and polls done here in NZ which show that NZ Call Centers is one of the commodites people look for when money isn't the driving factor. It also showed people were more likely to avoid an overseas call center and to allow problems to grow. Evidence of this was shown in the extreme spike of support calls VFNZ recieved when they had to close the Egypt call center during the riots and announced the small NZ one would be handling all calls.

Personally I have never had a bad experience with NZ based call centers (aside from horrible hold music, it seems compulsory) whereas oversea ones are plagued with line static. I was also hung up on by an overseas call center for Vodafone once, they said they couldn't understand my accent (I'm a Scot), this is far from a normal event but was highly ironic!

Both the above points support the move to bring Call Centers back here.

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