Pros
- Working remotely - Great insurance benefits/wellness initiative discount - Pay is pretty good especially if you don't have a college degree - It takes a lot for you to get fired (Most leave for a better external opportunity and a few transfer internally. You would either have to be late every shift or terrible at your job even after multiple attempts at re-training.)
Cons
- If you've been at the Service Desk longer than a year or two, that will work against you when you apply to internal positions in a different department. - Most managers from other departments view Service Desk employees as simple call takers that read directly from a script, even though we take very complex calls at times and have very diverse backgrounds. - Some of the doctors/nurses/hospital staff/second level IT staff are some of the most disrespectful people I've ever dealt with in my life. - Things are rolled out without proper change management processes and the Service Desk takes the brunt of the frustration from the users. Second level techs may not take responsibility for fixing the issues until some high up doctor complains. - Run of the mill office politics. If management doesn't like you, you will stay in your level 1 position forever and will not be given a straight answer as to why.