they contracted out the entire computer maintenance process and laid off all their IT tech people, including the helpdesk staff as they felt they didn't need a helpdesk now. If the hardware had an issue you rang the contractor and they came and looked at it. If they got it working within 10 minutes, OK. Otherwise they swap out and take back to the workshop. Worked a treat until the first time someone had a software issue; that's when they found out the only real experts on their three internally developed core software programs had all worked on the helpdesk and now had good jobs elsewhere.
The end result was they were able to hire back five staff, but only has contractors on a ten year contract and for almost triple their old pay. They now pay five people to run the limited software helpdesk the same money they used to pay fourteen people to do the same job.
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