Pfizer inks IT outsourcing deal in China

I was amazed that email was even working as it is down 50% of the time. An email from the Help desk telling me that they are making my life easy, all I needed to do was pick up the phone and all my troubles would be taken care of. No more forms to fill out to get new user account created.
Just so happened that I needed to create a new user account for a new employee. So I pick up the phone and call the help desk. I get someone with an Indian accent (not American Indian)and when I tell him that I need to have a new user created his reply. "We not do that" "you call help desk" Yeah, that is what I am doing! After 20 minutes of trying to get through to this guy I gave up and called the IT management who btw are still employed by the company. I was informed that indeed that the help desk was to create the account. I have already spent 1 hour on this. The form took 5 minutes tops. So I call the help desk back and get someone with a completely different accent ??? they take the first and last name of the new user and my email address but no other information. He tells me that I should get an email with the help ticket number. That is all he was interested in doing was collecting my email address for the help ticket. Now I am up to 1 1/2 or more for the 5 minute job.
Late Monday afternoon I got a call from the old inter-company help desk which now consist of 2 people needing all the information that I would have included on the form. Another 20 minutes of my time. Yeah this is getting easier.
The account didn't get created until Wednesday, one day later than I needed.

Email up for 2 hours for some users down all day for others. Countless emails were lost

Once the new email account was created, I discovered they had misspelled the persons name on the account, this is because I was telling someone who couldn't speak english what the users name was.

I discover that a user within the company has taken it upon themselves to contact the IT company we outsourced to and relieve me of some of my responsibilities. This would be great as I already have too much to take care of, but this person did this so they could control who would get access to software that my office purchased and is responsible for. That one is about to blow up in someones face.