Service Desk is an after thought and a joke
Pros
It's a place to get your year experience in for better opportunities with other companies
Cons
Procedure changes from day to day. One day you'll be told to follow the Knowledge base to the letter, the next you'll hear that it's "assumed" and interpreted to how you see it. No room for advancement or change, the business atmosphere is completely stale, promotions and raises are non-existent. Over the last year there have been at least 5 HDR1 positions that have opened up due to senior agents leaving for other companies. They promoted maybe two. They no longer hire directly, all new employees for the Leveraged desk are contracted in at $10-12 an hour. Offshift employees handle upward of 30 accounts while a first shift employee is in 3-4 accounts.
