Pros
Nice people to work with
Cons
Bad management, not enough training on systems after migration to global helpdesk. Can't assist local users because you get dinged for not being on helpdesk(even though you schedule to do local support i.e reimage pc's replace pc's at different branches/troubleshoot issues). Yes tickets don't matter calls matter the most apparently. You're expected to finish a call 8-10minutes and not provide enough assistance to the user. As well the more calls/tickets you complete you get a gift card instead of a bonus/raise(Nice right?). Not to mention a lot of the locations lack local I.T and it's getting back to the local i.t site manager that sometimes doesn't have basic i.t knowledge... nor do we have the local info of what hardware/os/systems they're running and credentials.
