Pros
Decent pay, co-workers are nice
Cons
Old equipment, computers, chairs all need replacements. We're treated like kindergartners, can't go to break, even a bathroom break without permission or a tag at our desk. We have 1 single break tag for a staff of upwards of 30 people. Any sembelance of a helpdesk meeting where the employees have a forum for input hasn't happened in over 3 years. Extremely complex troubleshooting that increases on a constant basis with software that never works properly, we always are putting in patches to fix the software, or "sniffers" to help the engineeers find the problems that shouldn't have been out in the field to begin with. A knowledge base that is not updated properly or routinely by anyone who knows what they're doing, no time for the employees to update it, as we're always expected to be on calls. Customer satisfaction is no longer the main priority, its meeting all of the statistical numbers. On every call we're expected to fill out case types one two and three, priority code, severity code, follow up code, 5 different case notes fields in 8 different formats (PAPAVACS), ticket number, title in proper format, close the case, put closing case types one and two, fill out a closing statement, then finally close the case. Oh, and we now get 45 entire seconds to complete all of these tasks after our calls, in addition to a new phone system which ALSO requires us to fill out 3 fields each call. Call quality and resolution has taken a backseat to "looking good for the numbers". Our database of site information is completely and totally inaccurate, but no one is assigned to review and ensure the information is correct. Our new phone system is based upon this inaccurate database as well, ensuring many customers reach the wrong helpdesk each time. There is another supplemental desk that has basically destroyed any sense of usefulness for the rest of the company. They're clueless, mess things up all the time and then transfer the calls so we have to clean up after them. Management completely gave up on training them.