Buchanan Technologies


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Buchanan Technologies Reviews

18 Reviews
18 Reviews
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Jim Buchanan
2 Ratings

    Service Desk Analyst

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Service Desk Analyst in Wichita, KS
    Current Employee - Service Desk Analyst in Wichita, KS

    I have been working at Buchanan Technologies full-time (more than an year)


    40 hour work week with no weekends guaranteed.
    Benefits packages including health, dental/vision, life insurance, 401K plan.
    PC/Mobile Device/Educational/Certification Reimbursement.
    Free access to online video training is offered.
    Small team environment creating a family environment.
    PTO/Vacation time earned quickly.
    Raises are rewarded for each certification accomplished.


    Terrible salary only pay, especially after graduating with a ton of school loan debt.
    Promised bonuses for reaching out SLA are way behind schedule as our team only received 1/3 this year so far.
    Scheduled quarterly 3 week paychecks are expected and even documented have not yet been transferred to any of the analysts paychecks. Either there is miscommunication or we have a serious issue that needs corporate attention.

    The health insurance is great, but it definitely is not free, but there are different levels of packages to choose from.
    The one dental/vision package leaves few options of doctors/stores to choose from and with the low monthly deductible, expect to pay plenty out of pocket for routine procedures/services/products.
    But again, at least we are offered some options.

    No overtime pay, although your manager will offer to ask his manager who will then ask the director, then pray that it gets approved. I have yet to hear of anyone completing that long process as communication is cut off from your direct manager and important things such as being asked to work overtime to meet your SLA, which keeps us from losing our jobs. The option most analysts will go for is to leave or come in late. which only works for those few who have an non-opening/non-closing shift. Those are also the ones who are most likely to get overtime pay, which is unfair.

    The team I was assigned to did not have permissions to do much, so we spent too much time not fixing issues.
    Most of the reasoning behind the restrictions had to do with denied access to essential tasks, such as software installs, remote support, Active Directory permissions, software installs of any kind, outdated and proprietary software, unavailable hardware for the user, therefore obligating analysts to "escalate" a good number to issues to the corresponding team across the country by telling the user to expect a "call back soon."
    The upset user may call/email us back repeatedly, creating more tickets, which is frustrating for all busy parties.

    We are expected to perform at an OCD level working off a call script, which makes us sound like a programmed robot and are scorned upon for not reading the script exactly as it is written. It is possible to do on most cases, but there will be times where time/situations do not allow us to. And those just happen to be the "random" calls that are evaluated by both the analyst and their managers through a spreadsheet verbatim, in between "dead time" which we rarely have.

    So focus on negative results rather than positive can effect confidence and moral of the analyst, especially when the team is expected complete the tasks multiple times a week during your shift by the middle of the week after
    Analysts often get called out of their workstations immediately following a call and sometimes right in the middle of a call, which can cause the analyst to lose focus and become upset, resulting in more poor calls and less motivation.

    This is the only job I have had where there are no routine team meetings, not even a team meeting for as major as a virus attack or power outage. There are weekly one-on-one meetings with the analyst and the supervisor which feedback and ideas are taken as "excuses" and taken defensively. There are rare events, such as cookouts on weekends which can be pleasant for those who are available.

    Advice to ManagementAdvice

    Analysts are not paid enough and are frustrated. Raises are minute, bonuses and the pay schedule needs to be clearly defined because the team needs it. They are stuck wondering when the bonus is coming and if they were lied to about the quarterly 3 week paycheck. The best analysts are leaving and the ones that stay are the ones who actually care about the success of the team and the company. They know if they leave too, it will cause more stress on the rookies and possibly cause the loss of a contract everyone had worked to hard to keep, far exceeding the SLA.

    I believe an hour long paid team meeting every month or so will go a long way to increase productivity, clear confusion, boost moral, allow voiced opinions/ideas and even just relax the team. At a cost though, which may be the reason why there are not work-related team meetings.

    Doesn't Recommend
    Negative Outlook
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