Upon being hired, I was consistently reminded by the team leads, and trainers that I was a Contractor. That I should cross my T's and dot my I's else I would be through the resolving door. Hmmm, in the short time I was there, essentially a month, before I bailed. I had seen the help desk team go through two other employees. Maybe if middle management wasn't so keen on berating their temps they may have a better success rate of bolstering loyalty among them who very well could be long-term employees. Of course what do I know about management. All I know is that their helpdesk team has an abysmal retention rate. I mean, was management incapable of putting two, and two together. Probably...
To start, IT morale was low. Everyone had an intrinsic fear of middle management, and skilled technicians who had been there for years were worrying about their job when they were late by four minutes. Are you kidding me? Fear doesn't inspire order, and loyalty. It inspires subversion, and mutiny.
The training was awful. Your given two weeks of training (At least in my case I was), and thrown out onto the production floor. Your gonna mess up, any normal person would after being thrown the amount of material that I was during training, especially in the time-frame. Errors during calls, and on the production floor were met with immediate coaching in front of your peers.
Also all of the other IT teams flipped out when a ticket may have been accidentially placed in their queue. Like really? I have worked at several IT departments in my day, but this one takes the cake. The other teams are down-right almost hostile to the help desk. Jeez...
In conclusion, this is a good job if you want to receive slightly higher than average pay, be micro-managed, and be consistently reminded where you are in the scheme of things. You know what? Good luck with your retention rate. I sincerely mean that. Money isn't everything, keep it up, and you'll no longer have an in-house help desk.
