I just started a new job on Monday, working fully remote, but the help desk experience has been a nightmare. They sent me my equipment on Thursday afternoon, which was just a laptop and a charging cord—no dock, no monitor, and no instructions on how to log in. The laptop was even covered in fingerprints, which was just the icing on the cake. I had my login credentials from a week or two ago and had been logging into the remote portal without issues, but I couldn't log into the domain on the laptop they provided. I called the IT help desk, and they opened a ticket for me. I waited all afternoon and evening on Thursday, but no one called back. On Friday morning, I called again and was told my ticket had to be escalated. I asked how soon I could expect a callback since I had to go to my current job, but they couldn't give me a timeline. I ended up waiting at home for another 45 minutes before heading to my last day of work. After I got home at 2 PM, I called again. They upgraded my ticket to high priority, but I still didn’t hear back after an hour. I kept calling every 1-2 hours until 8 PM and finally gave up for the night. This morning, I got an email saying I needed to fill out a form on a platform I didn't even know about. I called again and was put on hold for over 15 minutes, only to be hung up on. After multiple calls, I finally reached someone who said the escalation team had my ticket and would contact me, but they couldn't provide a timeline. I'm really frustrated with how this company is treating me as a new employee. I've emailed my manager about the issue, but no response yet. At this point, I'm seriously considering reaching out to my former boss to see if I can get my old job back. The leadership there was poor, but at least my equipment always worked.
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