Utilize

1,0

4 set 2018

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

Company events Allowed me to leave without working notice My line manager was a fair and understanding guy, but he's left the company now. My colleagues on first and second line worked very hard, they are mostly a great team. Anywhere but the helpdesk seems like a decent place to work.

Svantaggi

From the very first day around me I saw my colleagues stressing out in the cramped office over the number of tickets they were picking up, for first and second line. I thought that it might just be a hectic day but things just got worse. Workload is far too high for the number of employees. Ticket stacks barely dropped below 10 as far as i remember. If you are the kind of person who likes to sit quietly and get on with their work on second line then forget it, you are very much involved in everything that's going on around you and don't have much room for being silent and concentrating. You'll be barked at to pick up first line calls every 10 minutes, from a newcomers perspective it made the entire helpdesk look badly managed and understaffed. Swore at on the phone on 3 separate occasions because colleagues did not have time to look at all of their calls. This is 3 times in one month. This is a direct result of the understaffing, not the fault of my colleagues. I have been in this field for a long time and I know this stuff happens, but nowhere near as much as at Utilize. Took me 3 weeks to receive an access card for the building, just in time for me to leave. I had to wait to be buzzed in 4-5 times a day. Training on inhouse systems was lackluster, mainly because everyone is too busy.

Risposta di Utilize

Thanks for your feedback. We are sorry things didn’t work out between us. We don’t always get things right but as mentioned in a couple of other review responses; for the right staff this is very much a business in which you can forge a career. This is born out in an average staff retention of over 7 years (5 years on the helpdesk in which you mention). The feedback you have given is hugely appreciated and will hopefully help others come forward who maybe in a similar position. All of our staff will know the office space is being addressed (with a move to brand new premises). We do also acknowledge that the support team (as with all our teams) do work hard and we like to feel are rewarded for these efforts. This is indeed an environment where you are very much "involved" and we do actively encourage this. However, we do not encourage abuse and would ask you drop an email anonymously to hr@utilize.co.uk so we can address this with the client concerned. Frustrated they may be at the time, this isn't a line that should be accepted. Finally when things aren't working out it isn't (usually) necessary to hold someone to notice periods unless there is a business reason to do so. We are glad this worked out for you in this situation. We wish you the best of luck for the future.

HELPdesk - Recensione dipendente - Remote Support Engineer presso Utilize

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