Pros
Great exposure to technology, even at 'Helpdesk' level. Decent pay, not brilliant, but it did the job. Good inter-office competition, the last hour of the day was always a race to be the highest call closing office. Fantastic yearly business events, though the forced team games were a bit cringe-worthy. Free Food Fridays!
Cons
Often a fair disjoint between the teams, almost a 'them' and 'us' between the Helpdesk and Technical Consultants at times. A real sales driven environment, even the Helpdesk folks were encouraged to up-sell all the time, which was hard, when you were speaking to people who had problems ongoing for months! The loss of some great managers and team members, leaving behind some pretty sub-par replacements, with no people management skills. A complete focus on stats, if you could close 30 easy tickets in a day, you were applauded as being the best - but if you had dealt with 5 tricky ones, you were put under the magnifying glass. The business seemed to lose its way, offices were closed or moved for no apparent reason, staff were forced into longer commutes, and team leaders and managers seemed to change on a weekly/monthly basis. Some colleagues really had to fight for any form of pay rises, even if they were brilliant at their job, and were clearly an asset to the business - considering the mantra always used to be that "staff were our only product", you'd have thought they would do anything and everything to keep the good ones!