Pluspunten
Some colleagues will help train you.
Minpunten
I worked on the service desk and found the environment to be draining and inconsistent. There’s a strong culture of micromanagement where you’re constantly monitored in ways that go far beyond what’s productive. Micromanagement is constant. Dashboards, ticket trackers, call metrics, and even timers on your lunch breaks are used primarily to monitor staff behaviour, not to improve service. While some tracking is understandable for billing purposes, the company has just one client, and project-based time tracking is rarely necessary. When the client does require it, they make that clear. Despite this, you’ll often be messaged by management asking what you’re doing if you’re not visibly active, even when others are clearly offline. I’ve personally seen people called out for being just one minute late from their already short 30-minute lunch. Support is performative. While you’re repeatedly told to ask for help, actually doing so can backfire depending on who you ask. Some colleagues are allowed to escalate or approve actions easily, while others are told “there’s nothing we can do.” Managers often give conflicting answers, and it quickly becomes clear which manager will make your life easier and which won’t. Management lead from a distance. Service desk staff are expected to be rigid and tightly controlled, while managers frequently work from home at the first sign of inconvenience, take longer lunches, and avoid client-facing tasks. We were sometimes sent tickets from second line teams simply because they “didn’t have enough done” while being penalised ourselves for spending too long on the call. The culture is divisive. Favouritism is very present. Some people are clearly “in” with the older staff and get by with less scrutiny. If you’re not part of that inner circle early on, you’ll feel it. Morale was low, and turnover was high. No follow-through. In 1:1s or check-ins, I don’t recall a single suggestion or concern that was actually acted on. It made raising issues feel pointless. Over time, people simply stopped bothering. There were some colleagues who genuinely tried to support each other, but this often came in spite of the structure, not because of it. The role left me feeling undervalued and exhausted. I’m genuinely relieved to have moved on.