Intelliteach "high turnover rate" Reviews | Glassdoor

Intelliteach Employee Reviews about "high turnover rate"

Updated Jun 28, 2019

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3.2
57%
Recommend to a Friend
53%
Approve of CEO
Intelliteach CEO Seelin Naidoo (no image)
Seelin Naidoo
32 Ratings
Pros
Cons
  • "(in 10 reviews)

  • "A lot of incompetent coworkers because of the high turnover rate(in 9 reviews)

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Reviews about "high turnover rate"

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  1. "Great opportunity, Career jumping point"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Dedicated Service Desk Analyst in Atlanta, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intelliteach full-time for more than a year

    Pros

    MOS Master Certification Great Payscale Good Benefits options Great Training Upward mobility - Almost all hiring is from within, even for upper management Very inclusive and diverse environment Only large corporate-style environment I have worked where the office politics don't make you feel like a peon.

    Cons

    Strict adherence policies regarding breaks High turnover rate Difficult clients AKA the same issues any call center environment has

    Advice to Management

    Hire a second trainer so that we can have more classes rotating in. Either hire a second internal IT person, or give us more permissions to fix our own computers. It's silly that something I can do for our users waits weeks to get fixed because I'm not allowed to resolve it for myself.

    Intelliteach2019-06-28
  2. "Good place to start"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Team Lead in Saint Louis, MO
    Neutral Outlook
    No opinion of CEO

    I worked at Intelliteach full-time for more than 3 years

    Pros

    - The people are overall great to work with. Teams tend to be really close knit. - The leadership has improved a lot and managers are usually awesome and helpful. - A good entry level job to help you get experience. - Free MOS, as well as an abundance of resources to help you if you desire to learn more. - Management team is very understanding and very willing to help analysts be successful instead of giving up on them easily. - Frequent opportunities to move into different positions based on your goals.

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    Cons

    - The pay is fairly low compared to similar jobs at different companies... even with the 6 month “raises”. They really try to hold onto their pennies. - No sick time. Just PTO. Which is not good for a company who encourages you to stay home when you’re sick, but penalizes you for it. - Micromanagement. But it is a call center so this is to be expected. - High turnover rate resulting in alot of work being thrown on good employees. Can overwhelm and burn them out.

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    Advice to Management

    As I mentioned, management had gotten a lot better over the past years so great job there! Continue to further develop your current analysts and do a better job at vetting and properly training new analysts. While you do alot to help boost moral in the office amongst analysts, I believe more focus is needed on taking the time to reward, appreciate, and properly compensate the managers/leads. They are not paid enough for what they do and can easily feel undervalued. A manager may as well just be an analyst and work overtime and be paid just as well for half the stress. Overall I don’t think you are doing a terrible job but it could be much better with a few considerations and has some potential. I want to see this company in a “Best Places To Work” article one day!

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    Intelliteach2019-04-04
  3. "Just a stepping stone.."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Service Desk Analyst in Atlanta, GA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Intelliteach full-time for more than a year

    Pros

    Intelliteach hires just about anyone and will teach them the fundamentals to learn basic troubleshooting. MOS certificate (2013) is paid for. This is a good place to work if you're not in college for IT and want to get your foot in the door. Do not stay here for more than a year. Training is a month long and the trainer is very nice. However, it's outdated or needs to be revamped to add more troubleshooting skills than how to format a word document.

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    Cons

    The managers. To be honest, they all (besides one) need to be replaced. They do not care about their employees at all. The only time you get management feedback is negative. They pick their favorites and hire friends that aren't qualified. They really made my time here undesirable. On more than one occasion I was punished or scolded for a managers lack of communication to me or the client. Your privacy can also be compromised from petty antics by remoting onto your computer while you're talking to your friends or other analysts. The only way to stay sane and not feel like you work in a sweat shop is to be on a dedicated team, but even then you have unreasonable expectations put on you if they even state what the expectations are. The entire service desk should be split into dedicated team , no leverage teams. It's unreasonable to expect quality service when you're supporting 10+ firms a day that all have different programs and remote methods. The attendance policy is the absolute worst thing to happen while I was here for the entire 2 years. You get 5 points taken away from you each time you call out (not pto). If you hit 55, you're fired. The points drop off a year after you accumulated the point, not the total. That means you can't call out every month. There are no sick days. If you do call out, they will take your PTO hours without your consent. This has been brought up to the managers and HR so many times and all that gets said is to set up FMLA. I'm sorry but that's not acceptable for those who have children and a family or that are prone to getting sick or migraines. You feel like you're back in High school and that they do not trust their employees. More people were fired here for attendance than anything else (very high turnover rate). I witnessed multiple infractions (including drinking on the job or watching porn in the break room) as well as sexual harassment cases. Those people are still working there even after it was brought up to HR and managers. This. Is. Never. Okay. More emphasis needs to be out on quality of service than micromanaging. The chairs are awful and your back will hurt by midday. They're very old.

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    Advice to Management

    Please care more about your employees. Take management workshops! Redo your attendance policy and believe your employees more. You'll catch more bees with honey than vinegar. I know this place could be so much better if the managers stepped it up.

    Intelliteach2019-03-30
  4. Helpful (2)

    "Solid for entry level IT experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Analyst in Saint Louis, MO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Intelliteach full-time for more than 3 years

    Pros

    -You can get hired here with little to no relevant experience if you're familiar with how to google things -You get to see a wide variety of software/technology systems supporting dozens of different law firms. Great exposure to a wide variety of applications used particularly in legal field. -(Generally) relaxed office environment and dress code. You can wear t-shirts to work. -You'll get free MOS Expert certifications, which aren't worth much but whatever. -Awesome coworkers. -You will get regular raises if you are doing your job at any reasonable level. -The insurance/benefits are solid, at least for someone without dependents.

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    Cons

    -You're incredibly underpaid for what you're being asked to do, at least at the starting rate. -You're asked to seamlessly provide outsourced IT support to typically ~25-40 law firms depending on what your assignment is, unless you're dedicated support for just one firm. -The training is completely useless and you basically have to learn on the job and from coworkers -Incredibly high turnover rate. -Systems go down all the time (either at the firms you're supporting outsourced or internally so that you can't access your resources/ticketing). You're frequently told to mislead callers on the scope of an issue while they're scrambling for a fix. -You work pretty much every major holiday. You do get some floating holidays in return but it doesn't add up to all the holidays you work. -Upper management is completely oblivious of what the analysts do and have no clue. -Lower management (team lead/manager level) are generally former analysts who are incredibly hit or miss in their management abilities. Promotion to this level is generally based on how much OT you are willing to work and whether you have independent thoughts of your own (they don't like that). -You'll get hassled over arbitrary numbers such as call times, resolution rate, surveys. -"Customer is always right" attitude to the point of absurdity. You'll have to send a ticket to next level support just for them to be able to say "No" to an outlandish request because we can't. Example - someone at an airport asking for their IT to drive them out a laptop they forgot to request before a flight. -General disdain and constant blame of analysts. -Very cliquish environment. I've seen analysts who just get endlessly harangued by particular managers because they just don't like them. Not all analysts are held to same standards.

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    Advice to Management

    Pump the brakes on all the dedicated teams or make them actually fully staffed dedicated teams with no overflow to your overworked leveraged teams who are asked to do much more.

    Intelliteach2017-09-11
  5. "Great beginner IT position, but you may burn out quickly"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Service Desk Analyst in Atlanta, GA
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Intelliteach full-time for more than a year

    Pros

    Excellent training for those interested in an IT career. You will be exposed to just about all of the current tools necessary for the IT support professional. You get a free monthly MARTA card. You earn free MOS certifications (they are mandatory). You can train as much as you want. It is all paid (you have to verify your training). You will have a lot of really cool co-workers. Team Leads really do their best to try and help you.

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    Cons

    The call volume can be ruthless. The customers can be very nasty if you can't solve their problem immediately. You have to develop a thick skin to deal with the demands of some of the customers (you are dealing with attorneys after all...) You never have enough people because of high turnover, but you have high turnover because you never have enough people. The pay is pretty low in the beginning (but it makes sense because of the high turnover).

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    Advice to Management

    No advice. I think management is doing the best that they can. It CAN BE a very high stress position - especially for people new to the job. Not everyone is cut out to work at Intelliteach (or as tech support for that matter). I think the high turnover is just a (unfortunate) part of the weeding out process. Those who can handle the stressful part of the job, and eventually master it, seem to do just fine. My trainer has worked there for several years and thrived in the environment. The only suggestion I have is to please do your best to compensate those who have been there for, at least, two years. These "veterans" on the floor are the ones who really keep the place going. It is their patience, willingness to share their experience and hard-earned skills that keep the place alive. You may want to consider a deep mentoring program for new employees. The work load does serve as a litmus test for who can cut it and who can't, but a bit of nurturing may help to curtail some of the high turnover.

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    Intelliteach2017-08-24
  6. "The Puppy Mill of IT"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Intelliteach

    Pros

    * Benefits were pretty good for the level of position. * Relaxed dress code. * Ability to get free certifications in Microsoft Office.

    Cons

    * Terrible metric-driven "performance incentives" that don't measure anything but who knows how to game the system the best * Incredibly high stress environment * Very high turnover due to policies and stress * Typical absurd medical policies (You're sick? Go to the doctor and get a note, even if it's for a single day or untreatable things like bad colds) * Management allows abusive clients to continue to call and abuse analysts even after many reports * Pay was very subpar at the time (can't speak as to today) * Management very out of touch with needs of Team Leads and Analysts, I experienced numerous policy shifts that were clearly out of caving to unreasonable client demands.

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    Intelliteach2016-10-10
  7. Helpful (1)

    "Good place to start"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Service Desk Analyst in Saint Louis, MO
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I worked at Intelliteach full-time for more than a year

    Pros

    This is a decent place to start if you don't have much IT experience. Relaxed environment. Constant training and development efforts. Many opportunities to advance to a management position.

    Cons

    Pay is mediocre. The company attempted to make it better but it is still poor in comparison to what you can make at other companies in a similar role. It can be very stressful. High turnover. Not many people stick around very long.

    Advice to Management

    Micromanage less. Also do not make promises to your employees that you cannot keep. Stop overworking your staff.

    Intelliteach2016-05-14
  8. "Help Desk Analyst"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Help Desk Analyst in Atlanta, GA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Intelliteach

    Pros

    Great experience in a vast number of tier 1 support desk areas.

    Cons

    Abusive callers. High turnover rate. A lot of incompetent coworkers because of the high turnover rate

    Advice to Management

    Pay better salaries for better quality analysts.

    Intelliteach2015-07-11
  9. Helpful (1)

    "Service Desk Analyst"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Service Desk Analyst in Saint Louis, MO
    Positive Outlook
    No opinion of CEO

    I have been working at Intelliteach

    Pros

    Supportive management and team. Enough hands-on help to improve your skills, enough hands off to give you room to breathe. Excellent collaborative environment. Hard work is rewarded with promotions. Lots of knowledge and new experiences to acquire in a short period of time -- not one day here is the same as any other.

    Cons

    Due to the nature of the job, you can feel micromanaged by processes and procedures. Clients can have unreasonable expectations with poor access to resources and tools. Pay is low, thus the high turnover. Decent benefits. Good springboard for moving on to other firms or moving up within Intelliteach.

    Advice to Management

    Better and more unified remote access tools.

    Intelliteach2015-05-23
  10. "Decent place to start IT work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Level One Analyst in Atlanta, GA
    Recommends
    Neutral Outlook

    I have been working at Intelliteach full-time for more than a year

    Pros

    -Flexibility with hours -Great training department -Working holidays means you are paid to do VERY little -Great Coworkers and work environment

    Cons

    -Not many advancement opportunities -Administration seems very out of touch with the lower levels -High Turnover rate -Poor balance between pay and work volume

    Advice to Management

    Please provide better advancement opportunities and pay for exceptional workers

    Intelliteach2012-11-12
Found 10 reviews