Company: IBM
Date: 2016-09-04
Overall rating: 3/5
Employment status: former
Experience level: Senior

2nd Line IT Support
Pros: Really outstandingly helpful and friendly support from the 3rd line team, and some of the members of the service management team were also excellent in advising on anything I was unsure about, those members that knew the job inside out and didn't fob everything off anyway.
Cons: IBM/Manpower, even though they both published the facts online that were each making £4,000,000 of profits during the height of the recession, used the downturn as an excuse to slash the extra pay for working anti-social hours; including late evenings and working Saturdays and Sundays. There used to be a £6,000 shift uplift for working 3pm-10pm or 7am until 3pm on a rolling 4 day rota, which would include weekends,, but they scrapped that and introduced 'annualised hours' instead where everyone went back to the basic wage of just £16,000 and had to fill the rota themselves. Oh if only we had been Unionised they would never have got that through. Getting the unpopular hours and days filled became a constant nightmare for the desk management and took up nearly all of their time. And staff morale was lower than ever for quite some time. Some people left immediately, though within about 12 months there had been a total turnover of nearly all of the first line staff, with most of the experienced staff leaving as soon as they had found new jobs.