Pros
If you are very new in IT, it is a good place to start and learn how this area works. No experience required
Cons
It is a Russian roulette. If you are lucky enough, you will have a nice team and managers. But even with that, the needs of the company change very often, meaning that you might be in different desks in a short period of time. I had 6 different team leaders in a single year. This means that after you are mastering your skills, you might need to move to another desk and start the learning curve again. Sadly, some of the managers are not qualified to handle big teams . There is a lack of leadership and motivation that really scare agents. When there are internal issues with team mates, and after no solutions within the team, the leaders are not also able to solve them. They event have a careless attitude with some accounts when the leaders have to handle multiple clients. A lot of people with higher positions does not have the feeling to talk with the employees. Some of them has an arrogant attitude and they dont even say good morning at the beginning of the shift. Promotions is another topic. It looks that you need to be a woman and have friends in managements. There are very capable people, but it is unknown how promotions are handle when you see the poor performance of managers. All what matters is not loosing calls, keeping KPI's and SLA in green. This means not losing calls instead of solving issues. In the end this is what matter the most to managers. They dont even know who is doing a good job or who has higher IT skills.