Money first, clients second, staff? - Second Line Support ROCK (UK) Employee Review

Core values are what RockIT base there morality and ideals upon, these values push working as a team and always putting the clients first. It’s unclear if RockIT actually believes this or just uses it as a marketing ploy to bring in more staff and clients. They say all the departments work as a team but it seems like departments which directly bring in revenue such as the sales staff get much better benefits and praise when compared to other technical departments. The sales team will often attempt to sell big changes and projects to clients when they are unneeded, instead of putting the client first it’s about filling their pockets. By making these big sales they get prizes and awards but most other departments get nothing similar. The service team is always staffed lightly, seems like there’s just enough people on the department to just about manage the workload. The workload and responsibilities can become overwhelming at times due to stress levels and scrutiny from management as every aspect of your work is monitored with easily falsified KPI’s. This very often leads to high staff turnover, I have seen multiple staff start and then leave after a few weeks due to the stress. I did not have a single colleague at RockIT who felt this was their “career”, RockIT is seen more as a step into IT rather than a career path as any long term plans to stay are usually unrealistic due to the working environment and decisions from above. With all the stress from the technical roles at RockIT you’d believe the staff are well trained. This is also not true, there is no formal training. The service team are just expected to “pick it up” as they go along with their days, this often leads to frustration from Staff and clients alike as it seems we don’t know what we’re doing. When it comes to advertising for these roles people often see the promise of certificates and formal training which is 100% untrue as there is nothing in place for any form of training. The only training/advice I received was to “Get through more work”. I would never use a garage that never trains it mechanics to fix my car, so why is this the case with computers? All of the above gives signs that this is a high stress role, the management then have a “deal with it” attitude. They give no support or sympathy to the stress of the staff and only want results otherwise your useless in their eyes. This includes the CEO who tries to look like he cares for staff but this is just smoke and mirrors, there is no development to improve only pressure to perform. Any sick days or signs of stress are a sign of weakness at Rock. They don’t care about their staff no matter how many much they try and fake it on Facebook. RockIT have no leaders, since all leaders are tossed out if they do not follow the “RockIT” way. By reading through older reviews there is a pattern of staff turn over and under appreciation which has not changed in years. When constructive feedback is given about the company they take it as a personal slight rather than using the information given to them. You can also see clearly faked positive reviews with little to no detail given as to why the job is so fantastic, it’s clear RockIT care more about its public image than actually fixing any real problems.