Like a lot of help desk jobs, the training is extremely short and rushed because they need us on the phones as fast as possible to answer calls. So, it felt as if we were pushed out into the water to swim before they actually taught us to swim efficiently. A lot of us often felt unprepared throughout out tenure.
The SLA standards were often confusing, unclear, and contradictory. For example, they would give us task to complete but would not provide us with the necessary tools to complete it within the timeframe they wanted us to complete it in.
The benefits, such as the healthplan were fairly expensive and didn't cover much, especially with the pay being as low as it was.
Our management didn't stand up for us against our client who would often give us assignments that made zero sense. You could tell most of these decision came from departments that were far removed from actually goes in the IT department.
The offshoring of our jobs to the Philippines and the underhanded way in which they went about it. They pretended as if they were going to help us find other jobs internally, even though they had no intentions of doing so.