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whizzard · 25-02-2012, 15:57

Is an interesting paradox for sure. Its unbelievable how much long term service and versatile knowledge has been lost via the company's decision to consolidate and relocate departments to Swansea and take them in house. They may well have sent people down to train those at the end of the M4 corridor, but teaching a process is but one part of the puzzle. Those being taught need to have the fundamental understanding in the first place. Knowing the route of a technical flow really is not enough, as you need to really know why A is asked to reach B and end up at outcome C.

Regarding the difference between 1st and 2nd line - I would imagine due to the shifting of roles there are many whom have been "seconded" into 'level 2' roles purely to make up the team numbers. It's those long serving employees and a few old school undervalued technical minds that will be expected to carry the can. The fact that the company are desperately scrambling to employ staff to make up the numbers also speaks volumes, and sadly some will no doubt be employed purely because they can "use the Internet". Being able to log into facebook does not make one a technical support guru.

25-02-2012, 15:57	#368
whizzard Inactive Join Date: Jul 2010 Services: VM TiVo & V+ XL TV / XL Telephone / XL 30Mb Broadband with Super Hub Posts: 376	Re: Virgin Media Closing Albert Dock Is an interesting paradox for sure. Its unbelievable how much long term service and versatile knowledge has been lost via the company's decision to consolidate and relocate departments to Swansea and take them in house. They may well have sent people down to train those at the end of the M4 corridor, but teaching a process is but one part of the puzzle. Those being taught need to have the fundamental understanding in the first place. Knowing the route of a technical flow really is not enough, as you need to really know why A is asked to reach B and end up at outcome C. Regarding the difference between 1st and 2nd line - I would imagine due to the shifting of roles there are many whom have been "seconded" into 'level 2' roles purely to make up the team numbers. It's those long serving employees and a few old school undervalued technical minds that will be expected to carry the can. The fact that the company are desperately scrambling to employ staff to make up the numbers also speaks volumes, and sadly some will no doubt be employed purely because they can "use the Internet". Being able to log into facebook does not make one a technical support guru.