Avoid London office - IT Service Desk Analyst Frontline Managed Services Employee Review

Loved working here. The Toledo team is great.

I do not have any complaints

Remote work if you’re into that (personally I am not but to each their own)

I was hired for this role under a title that implies more engineering duties and deeper level work. Upon hiring, I quickly realized that what they’re doing is nothing more than glorified help desk. There is no sense of ownership or development on solving issues or the software they support, only a pressure to “white glove” each and everything at the moment to keep the metrics up. If it breaks again? Well that’s just an opportunity to make more money via billable hours. There is no actual IT knowledge base. You are just another meat puppet on the phone getting thrown issues you may have zero knowledge on and will be expected to figure it out, like getting thrown out of a helicopter into the woods with nothing and expected to survive. Supervisors regularly encourage the use of Google AI slop summaries to solve issues, and do not actually foster or maintain any IT knowledge, or have any of their own, other than frequently out of date knowledge bases. You will be reprimanded for taking additional time to actually resolve issues at a deeper level, only Band Aid fixes are encouraged as it will continually make them money to fix over time. Nothing matters but metrics, call queues, and an expectation to bend over backwards for technologically impaired “named partners” and are expected to cater for their each and every whim, no matter how impossible or impractical it may be. You know that one Spongebob episode? We shall never deny a guest, even the most ridiculous request? That’s their mindset, the partners know this, and they will abuse it at every opportunity. In meetings, you will be treated like an unruly 3rd grade classroom by overbearing managers in other states for attempting to socialize with your colleagues and break up the hours and hours of crushing isolation you will feel every day. There is no sense of coherence, the entire department is spread across the US and world at large. What is acceptable for one supervisor may be completely unacceptable and a terminable offense to another, and they appear to not communicate with each other in the least bit, as they are spread out across the country. Essential applications and functions are handled by employees across the world, in other time zones and some speak other languages. This is fine on its own, but when they are not available during normal business hours, it leaves you wide open to be verbally assaulted by those same named partners who don’t understand this, and also don’t have to abide by any HR policies regarding decorum as we don’t work for their firm directly, so it’s open season for a dressing down. Be wary, what’s on offer may not be what meets the eye.