Pros
I cannot recall any during my time
Cons
The department manager is vindictive. She expects everyone to bend to her will and "mirror the manager". Both supervisors have no previous experience in the companies help desk and the team leaders often don't know the answers to common questions. They will sell you on lies that this is an it opportunity when infact it is a customer service position where all you do is lookup online orders. This is a job for customer service, but upper management cannot figure out how to manage, so there's massive turnover. Resulting in a different dept to pick up the slack. This also contributors to a higher work load. This department is entirely miss managed from the director (no IT or customer service experience) down to the HR rep for the department. The pay is extremely low for the work. They most recently moved the pay from $15.50 to $16.30 which is only a 5% increase when inflation has risen by 9%. The benefits are expensive as well and have risen as well, so if anything you'd be losing money by accepting the position. The insurance is a high deductible plan, which is unfair for those with children and disabilities. Speaking of disabilities, the manager will play against your short comings to keep you in the position and offer you low raises. After a decade with the company my total increase in pay was only $3 over starting pay and that was when it was $15.50 (which has been the starting for 4 plus years). The job is demanding and the managers are demeaning. If you have no store experience, chances of getting promoted are slim. The annual review process consists of the companies mission and values, which is subjective to the manager and have no way of proving this. You actual performance plays no bearing. I was told they don't want or let promotions because "they don't want to lose good workers". One mistake or one bad day is all it takes to lose a good raise, you know.. to support your family during inflation. They will find any flaw to keep from paying what you deserve. The HR business partner will criticize you and allow this treatment. They to will bring past mistakes and side with the manager. You speak out, you will be forced to leave. You are not valued, the managers have bad attitudes on most days and offer little help for on the job training. You WILL be directed to a library of articles that are managed by one person and often do not get updated on a regular basis, leaving most articles out of date. There is no formal structure organization and is often changed daily. There are multiple articles that you are expecited to read daily with no time off the phone to do so. This department is lacking in communication internally and externally. The company refuses to turn over management even at the cost of terrible team morale. They expect perfection from the moment you sign in to the time you leave. There is no exceptions to this as the manager see's herself as a gift to the help desk. She has no formal management training and it shows, immensely.