I worked here for four months and I left with no notice after I dealt with one-too-many entitled executives. You see, the Level 1 Helpdesk is the bottom of the barrel at Regions, and no one ever lets you forget that. You'll get everyone from lowly tellers to Senior VPs talking down to you, making you feel like a jerk for having them wait on the phone for 5 minutes and not eliminating all future technical issues. You'll never feel happy about working in this role.
The monitored/recorded and nonstop calls will drive you mad. There's no incentive to get through calls fast, because you are only allowed something like 2 minutes between calls for a break. Long-time workers know exactly how to "pass the buck" regarding harder-to-resolve issues and purposely deflect lengthy tickets in an effort to keep their call/resolution times down. It's all a game, and unless you are just as shady, your performance will always look inferior, even if you ACTUALLY resolve users' issues.
Oh, and the management are super anal about being on time. One time, due to traffic, I was literally 2 minutes late. As I walked to my half-cubicle at 8:02am, my boss was waiting there for me, arms folded, and scolded me for being late. Let's not forget that the ROC facility is located just off the worst expressway I have ever encountered – I-65 – and the two lane road that takes you from there to Regions is often congested like crazy at 8am and 5pm each day. Oh, and that it literally takes 5 minutes to walk from the parking lot to the farthest corner of the 2nd floor where the Level 1 Support area is. It was insane getting to/leaving work. The ROC is a terrible place to work for that reason alone.
In the end I got past my 3-month review with glowing reviews because I paid attention and could do the work well...but the non-stop barrage of unhappy/jerky people to support will drive most people mad.
