Pros
Most staff are helpful to each other, but senior staff are less inclined to be so.
Cons
Internal documentation is not kept up to date, and lots of key information is kept with individuals, so when they are off, are on site or are pushed out of the business, certain tickets cannot be solved. The environment is a continuous trial by fire with all resourcing issues, organisation issues and unrealistic goals being pushed onto the helpdesk staff to figure out how to get it all done. The workflow is poor, staff will be juggling remote sessions, writing up tickets and separate phone calls continuously. Management will then gaslight you into believing all businesses are like this, despite most of them having never worked for any other MSP. Seeing staff start early, end late and work through lunch is a common site. There is no break area, so unless you leave the building, you will likely be asked to look at something. Staff turnover is massive, and management still sees itself as blameless. The business feels like a brand new start up in the worst way possible, but has been around for the best part of 20 years.
