Technology Services Group UK Management FAQ

Read what Technology Services Group UK employees think about management at the company.

Technology Services Group UK has a positive Business Outlook of 80%.

All answers shown come directly from Technology Services Group UK Reviews and are not edited or altered.

See questions about:

(select only 1)
Benefits
Career Development
Compensation
Coworkers
Culture
Management
Senior Leadership
Work Life Balance
Workplace

2 English questions out of 2

25 February 2021

How is management perceived at Technology Services Group UK?

Pros

The colleagues I worked with really were 1st class, friendly, and it was rare for me to have a bad encounter with anyone bar a few more senior members of staff who, for the most part, were useless, and it was rare to get a response from them if consulted. Exposure to a lot of different technologies and setups was also great, and was a good all-rounded experience that allowed me to learn and work with different environments and technologies. The knowledge I gained working here is invaluable and I appreciated the number of training modules available, however actually having the time to do them is another issue. Benefits provided by the company were great. 25 days a year holiday time, access to "Perkbox" which gives goodies for being nominated for "Purple Star" awards, and so on were great and did help with the daily grind.

Cons

Horrible management. From the get-go I was constantly warned about how the SMT and Middle-Management can be pretty useless, and for the most part they were right. I definitely wouldn't tar everyone with the same brush, but the SMTs "Update" webinars were all very samey, and never gave any solid information. A great example was when the SMT stressed no more redundancies would be made, but it happened anyway. COVID is a strain on the organisation yes, but using it as a scapegoat to poor management is a no. Training. Weekly training time is provided by the company, but I would never bet on actually being able to utilise it all that often. Most of the time, the 1st and 2nd line Service Desks are overwhelmed with calls and tickets due to being heavily understaffed for the amount of issues coming in, and as a result it wasn't uncommon for the training time to be suspended for weeks at a time. This is penalising the Service Desks for issues outside of their control - if training time is promised, it should be given. Targets. More emphasis is put on hitting calls taken/tickets handled targets than actually resolving tickets. The 1st Line Service Desk team have a maximum of 20 minutes to speak to customers about an issue, investigate it, and resolve it. For more complex issues this just isn't possible, and almost always results in an escalation which puts the 2nd/3rd line teams (but especially 2nd line) under a lot of pressure to clear the building queue. For a company that prides itself on one of it's main values being "Ownership", they've not made it particularly easy to actually work a ticket through to completion - it just gets passed up. Not a lot of upward mobility. From my time at TSG, there didn't seem to be a whole lot of emphasis on upwards mobility within the company, totally unlike other organisations I have experienced. It's common to feel like nothing more than a 'cog' in the machine, whilst watching most senior positions that become available being filled by external hires, even though there is plenty of extremely talented people within the company itself. The only real avenue for promotion that I could see was between 1st - 2nd line, but it seemed to end there for the most part. Oh, and as a finale, certain customers of TSG are well-known within the Service Desk due to their abusive and aggressive nature whenever they log a support call. It was not uncommon for myself or colleagues to get blatant verbal abuse from this particular customer, and the management did not think it necessary to address these issues even after colleagues had been left in tears - yes, the occasional problem customer is just part-and-parcel with a Service Desk role, but not repeated abusive calls that puts an already overworked Service Desk under even more pressure. Holding onto such an insignificant profit margin (the customer is not a large one) in exchange for the Service Desk having to accept abuse seems like a bit of an oversight from management - big thumbs up from the Service Desk for that one, guys.

Advice to Management

Put a lot more focus into the Service Desk as I feel if it's left as-is, a lot of employees will leave for competitors (as has already happened). Simplify the management structure. All too often the Service Desk is delayed whilst trying to find out who needs to be consulted for certain customers, with it later turning out to be a colleague with a role that's vague and leaves you thinking - "What do you even do?"

It was not uncommon for myself or colleagues to get blatant verbal abuse from this particular customer, and the management did not think it necessary to address these issues even after colleagues had been left in tears

25 February 2021

See 18 more answers

4 November 2020

Is Technology Services Group UK a good company to work for?

Pros

I can work from home whenever I like, very flexible for childcare and some great people work here - excellent working atmosphere.

Cons

Salary could be improved - but that's my only con.

Advice to Management

None

I can work from home whenever I like, very flexible for childcare and some great people work here

4 November 2020

See 26 more answers

2 English questions out of 2