WORST COMPANY & MANAGEMENT - IT Service Desk Analyst CGI Employee Review

Inadequate Training and Onboarding: Training at CGI is insufficient, with only vague, unrelated video modules provided over the course of three months. The reverse shadowing process was poorly executed, and the team responsible for training often created confusion due to internal conflicts. Even after tickets are reviewed by senior staff, employees are reprimanded for mistakes, which feels unfair and frustrating given the lack of proper training and support. Slow Access to Tools and Resources: New employees are expected to handle calls without proper access to the required tools or systems. This leads to inefficiencies, as staff must rely on colleagues who are also busy with their own tasks. With over 15 tools to manage, there’s little time to explore or familiarize oneself with them, making it difficult to provide effective support. Unrealistic Expectations for Fresh Graduates: As a fresh graduate, you’re expected to perform at near perfection despite having no prior experience. The workload is high, and the pressure from Team Leaders to resolve complex issues within a limited time frame is overwhelming. The lack of distinction between different roles (L1 and L2) adds to the confusion, as both are given the same call volume and expectations, leading to added stress. Chaotic Scheduling: Schedules change frequently and with little notice, often just a day before. There have been instances where employees are called into the office just an hour before their shift begins. Breaks are often delayed for hours, especially during busy times, leading to long hours of continuous work without a proper break. This kind of schedule disrupts work-life balance and contributes to burnout. Excessive and Last-Minute Overtime: Pre-shift overtime is mandatory, with employees often notified just a day before. This last-minute scheduling, combined with the demanding workload, has led some colleagues to experience extreme fatigue, migraines, and overall exhaustion. The lack of consideration for employees’ well-being adds to the frustration. Unreliable Support Group: The support team often lacks knowledge of specific processes, forcing junior employees to rely on each other more than on official support resources. Conflicting advice from different team members creates confusion, and employees are often left to navigate issues on their own. Additionally, Quality Assurance frequently criticizes employees despite the lack of standardized guidelines, making the work environment inconsistent and stressful. Toxic Call-Handling Expectations: The pressure to meet unrealistic performance standards without proper training is mentally exhausting. Employees are constantly under the fear of making mistakes due to unregulated processes and lack of clear guidance. Navigating knowledge bases without support adds unnecessary stress, making it difficult to provide quality service. Service Desk Treated Like CSR: Job role does not match expectations; treated as customer service representatives.