The Internal Systems Department needs to be migrated from Denver to Edmonton or Calgary. You'll find that the Denver branch is full of college grads that don't have a proper work ethic, and lack professionalism towards other team members and the clients. They like to make the other offices do all the work, while they sit around and do other activities that are not work related. If you ask for assistance in helping a client, they either ignore you or tell you to read documentation.
The client documentation is quite pathetic, and looks like it was written by a high school graduate. It either lacks necessary material, or is outdated and no longer applies to the clients' current IT infrastructure. Multiple documents can be found regarding a client, which could be reduced to one document.
New hire training is next to non-existent. A technician is only as good as the tools he/she is trained to use. If you have no experience with BMC Remedy, Service Now, or Maximo, you'll be expected to hunt-and-peck through the software to find out how it works.
Trying to get Domain Admin credentials to the clients' network environments is like pulling teeth. It is unknown if this is a client issue or a lack of responsibility coming from the Team Leads. Without these credentials, it is impossible to assist a client without having to wait for the "slacker" agents in Denver to assist with the network access.
There is some family hierarchy in the company, and I have seen some favoritism because of it. It has lead to premature promotion, which should not happen.
