Avantages
Working with several different business sectors so you get exposure to a lot of different technology needs. Helpdesk techs are mostly good to work with.
Inconvénients
Management only cares about metrics, they prioritize this over employee wellbeing. They will do anything for the customer, even if it costs them in money or employee health. Many of the L1 techs seem very inexperienced and despite repeated training, will still violate SOPs or skip basic troubleshooting expected of them. Management is hostile, some middle managers seem to take pride in punishing employees for violating procedure and present expectations in a threatening way. Helpdesk techs have been threatened with being fired on multiple occasions and on large meetings. Upper management laid off several helpdesk techs, which put a strain on the rest of us, and then started hiring new techs at a lower pay.
