Company: KPMG
Date: 2018-01-07
Overall rating: 2/5
Employment status: current
Experience level: Junior

Mandate changes and no defined processes
Pros: Vacation increases after 5 years to 20 days.
Cons: As an EUS Agent you work alongside individuals who's deliverables are in office and also exclusively remote. This changed from a segmented  ITS and ITSC role. ITS was Desk-side and ITSC was in office - but did not engage with end user's in person.  They took calls, managed emails and chats. Their role was to be "first point of contact" and forward troubleshooting items they were unable to resolve to Desk-side.  Management has since decided to merge the two roles and move ITSC agents to a working remotely from home status. Their channels of support (ITSC) have remained unchanged and core responsibilities not changed. Effectively, the channels of support the ITSC were responsible have now been divided and added  to the Desk-side (ITS). The term used was "levelling" - or bringing everyone "up". That's not really the definition of levelling when responsibilities are added for some and not all - especially when compensation does not reflect the added increase.