Utilize Remote Support Engineer reviews

From the very first day around me I saw my colleagues stressing out in the cramped office over the number of tickets they were picking up, for first and second line. I thought that it might just be a hectic day but things just got worse. Workload is far too high for the number of employees. Ticket stacks barely dropped below 10 as far as i remember. If you are the kind of person who likes to sit quietly and get on with their work on second line then forget it, you are very much involved in everything that's going on around you and don't have much room for being silent and concentrating. You'll be barked at to pick up first line calls every 10 minutes, from a newcomers perspective it made the entire helpdesk look badly managed and understaffed. Swore at on the phone on 3 separate occasions because colleagues did not have time to look at all of their calls. This is 3 times in one month. This is a direct result of the understaffing, not the fault of my colleagues. I have been in this field for a long time and I know this stuff happens, but nowhere near as much as at Utilize. Took me 3 weeks to receive an access card for the building, just in time for me to leave. I had to wait to be buzzed in 4-5 times a day. Training on inhouse systems was lackluster, mainly because everyone is too busy.

The workload is simply unrelenting, you're expected to pick up 20+ tickets a day while working on a backload of 30 average. The "team leaders" feel like they give you no actual support or help, they are only there to assign calls out and bark at you to answer the phone. We are always encouraged to just escalate our tickets ASAP to get longer ones off of our desk to keep numbers down on our team so we never get the chance to really learn or progress. Feels like we are always understaffed and could do with double the amount of people for the constant tide of new customers. My immediate manager was good, but it feels like they struggle to hire new people before existing staff get burnt out due to the workload and leave. The team at its core are good but everyone feels very stressed constantly due to the pressure to "meet KPI" while also having to firefight your existing queue of calls based on which customer complains the loudest. There is a clear divide in happiness levels depending on what section of the company you work for, some of the extremely positive reviews listed almost sound like direct word for word quotes out of the company handbook. The company does put on fancy events for Christmas each year now (on weekends) but you have to attend under threat of discipliniary if you dont, even so far as all staff being given new contracts to ensure its included.