Pros
Decent benefit package, a lot of exposure to different clients/ ticketing systems. A great way to gain a lot of experience. Remote work possible for some positions. Pay is decent. Mostly well documented procedures. Upper management tries to be transparent in the direction PDS is going.
Cons
Disconnect between management and service desk as to whether PDS is a call center or a help desk. They would like to be both, but each has its own operating model. Team leads are tasked with keeping everyone on the desk happy, yet not given the tools to do so. Supervisors are more than willing to smile in your face and then talk about you behind your back. PDS used to be a really great environment to work in, now it's become a stepping stone to better jobs. My recommendation is that PDS is a great place to get a start and some solid experience. After you have a year or two under your belt I would start looking elsewhere. While there is opportunity for promotion within PDS the pay raise isn't comparable to the added responsibilities in my opinion. A lot of turning a blind eye based on who is doing what for whom, and sometimes more concerned with having a body to fill a position vs making sure the right person is in the right position. Told to take one interaction at a time, but can receive two chats, two emails, and a call at the same time. It doesn't happen often, but when it does it is crippling. Not enough coverage for certain shifts to take PTO. Management can make you work two hours past the end of your shift without notice if coverage is needed.
