Pros
Good pay, afforded the opportunity to help end users, generally ok with asking for time off to take of personal matters. Generally.
Cons
The training was thorough, but very rushed. There are 'systems and resources' in place, however there are too many times that the daily directive conflicts and the hammer comes down on analysts for 'doing what they're told' because that isn't the right answer. Up until very recently there was one analyst constantly getting 'kudos' for all these great things he had done. Yet he rushes customers and abuses the ticketing system. He is not thorough at all yet he is displayed as a star example. Still has a job though. I've seen good people let go without notice to counter that. The contract is up in the air and the directives from management constantly conflict with what has been taught or has been policy. They haven't cared about the details until the contract came up and other proposals are being looked over.