Went downhill quickly
Pros
Some nice people and benefits
Cons
Lack of staff and lack of consideration for staff. Pressure is too high sometimes. If there's sickness or leave, expect to answer 20-30+ calls per day Growing company but not a growing team to support it. Constant pressure for manager to 'come into available' and 'grab that call please' when there's clearly not enough staff. Servicedesk staff often asked to do things outside of their job description like work in other teams because those teams are too stretched, leaving the desk short staffed. High turnover and sickness of staff (I don't blame them). Lack of decent software to carry out work efficiently. Terrible ITSM system. A 3rd line support team that constantly messes up changes and then reflects blame back to the desk, and talks to you like a child/you've never used a computer before. Often times the finger is pointed at you if you can't match the KPIs of the more experienced and better performing staff. Lack of training or clarity on processes. Poor knowledge base. Poor team morale. Very little in the way of development. You'll rarely hear when a customer has emailed into the management to praise, but god forbid you mess up or don't hit your KPIs. Not enough opportunity to learn, mostly admin tasks, not very technical. Gatekeeping from senior technical teams.
