Vantaggi
They hire anyone without experience in IT or customer service skills and desperate to cover their service desk, basically anyone with a heartbeat who walks through the front door for an interview will get the job role Ample parking on site Great colleagues - some you become friends with Shuttle bus to the local town and station Free drinks machine
Svantaggi
Lots of things to be honest but main ones are below - Lack of training and support to all agents on the Service Desk when a new system / process is rolled out - Favoritism (calling it as I see it) which causes an issue when certain agents attempt to progress to a higher role in the business - Pay for role (around 17000 once perm) which is less than other companies with the same role - Monitored for nearly everything including 40 mins for toilet breaks - Depressing environment with no time for a minute of break between taking calls when busy - High turnover rate, because over 20 agents leave the Service Desk monthly which causes the desk to be understaffed - Management bully agents on a daily basis - Lack of communication between management and agents, agents are shouted at when they get something wrong even though they are not correctly trained - Performance and Attendance Improvement Plans - Low morale which causes a depressing environment