Pros
The pay is reasonable, benefits are included. They have a really good Christmas party every year
Cons
"Training" consists of a bunch of out of date Powerpoint and video presentations. After which you're on the phone lines taking calls. You're expected to learn as you go, but you never actually get any feedback on what you're doing, so it's hard to learn. Someone may have solved the problem you're having weeks ago, but the only way you'd find out is if they happen to be looking over your shoulder. Even the "senior" techs are guessing most of the time. Every other week is a new catastrophe, which is mostly caused by failing to plan for major releases and insufficient Q&A on updates going out the door. If something new is added to the program you're supposed to be troubleshooting, you can be sure the first you'll hear about it is when an angry customer is on the line saying it isn't working. OT requests go out so frequently that they're largely ignored by staff. Even when informational posts go out, they're usually either 2 days into a problem or 20 minutes before an update goes out that fixes it (probably breaking something else in the process). The culture of the Helpdesk is also not so bright and shiny. Some people have been reported for their behaviour and attitude several times, resulting in only some stern words and a "don't do it again"