The McDonalds of Tech Support
Pros
Little to no qualification expected for entry level positions In-depth training on CRM and contract specific tasks Good learning experience for anyone new to inbound call centers and help desk support Reimbursement for passing job related certificate exams
Cons
Hardly any opportunity for growth Low pay Inefficiencies are overlooked due to the client companies and CompuCom management having to compromise on help desk procedures Job responsibilities and job redundancy subject to change at any moment. Changes tend to be made frequently. The SEI position is contingently volatile or could have a high turnover rate due to the demand for this role relying directly on the customers needs. If a client no longer wishes to employee CompuCom subcontractors to facilitate their company’s help desk support, your assignment is immediately obsolete I would like to add as a final con a composition of the contract I was assigned. This is one of the larger contracts as I know. There are typically around 25-30 Service Desk Tech I’s (SEI’s) employed at one time on this contract at the time I left. 1 SEII responsible for the onboarding and training of new hires. Other responsibilities are overseeing the operation of our email queue and making sure everything is routed properly as well as tying up any loose ends. There were 2 SEIII’s and their technical role is as a supervisor. The main responsibility is to monitor the SEI’s activity status on the phone lines and maintaining metric goals day by day. Their immediately subsequent priority was to watch a “PIN chat” where any SEI assisting an employee with something the client desired the employee verified for, would provide the employees name, ID number, and 4 digit PIN that the employee has provided verbally when requested. The SEIII then has to run the employee ID number through an excel spread sheet to confirm the name and 4 digit PIN provided match, and then respond to the SEI’s chat message “yes” or “no”. The last duty that I am aware of is to import 4 digit PINs to the excel spreadsheet from emails that are sent in by management within the client company when new employees are onboarded. The SEIIII is the contract manager and while I’m obviously not aware of all of their responsibilities, the most relevant one was that they were the primary Liaison between CompuCom and the client company in meetings where help desk goals and procedures were discussed.
