Pros
Team members are dedicated and generally expert int their area of responsibility.
Cons
Infrastructure support quality has plummeted since outsourcing to IBM, but even before that, silly end-of -period lockdowns and mindless restrictions on development staff cost the company millions in lost productivity, unnecessary hardware duplication, and brain drain due to the resulting burnout. The Helpdesk has been hopelessly incompetent, essentially asking the caller to solve their own issue before the Helpdesk personnel do anything at all. Current Helpdesk phone wait time is typically over 40 minutes, after which they seldom are able to resolve any issue. Reports of these problems go up the management chain and disappear, never to be resolved, perhaps because fixing it would require that the IBM outsource be recognized as a mistake.
