Vantaggi
There are no pro's at the helpdesk except for if management at the helpdesk or management above the helpdesk keeps turning a blind eye about either the management or supervisions lack of or inability to run the helpdesk fairly for all the helpdesk will become unionized.
Svantaggi
If your technical never work at the helpdesk, we have gone from applying for a technical job fixing technical issues to a menial job doing alot of non technical task were doing technical stuff is like a side part of our job. we reset more passwords then fix anything. Now they are asking us to provide technical support for external customers which after just one day we see it is already a nightmare. Unlike every other technical call center they will continue to ask you to do more and not compensate you. When you get to move from crit to ICS you will get to do even more, be held to a much higher standard. Everything you do will be looked at with a critical eye and guess what they still won't fairly compensate you.