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CPL Recruitment Employee Reviews for Technical Support Analyst

Job Title
Technical Support Analyst4 reviews
Location
Ireland4 reviews
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Found 4 reviews matching the search
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4.0
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This kind of job is perfectly suitable for you if you like working at a call center. I do think someone over at CPL side needs to look this job overview over and change "service desk" to "call center" as there is no troubleshooting involved whatsoever. You as service desk employee has as many rights as the actual users, which is kinda sad if you ask me. If you like telling the customer "yes, the issue will be fixed as soon as possible" while you have to create ticket after ticket time and time again and sending every single ticket to the 2nd line, then yes, this job is totally absolutely your kind of thing. Also keep in mind that their IT infrastructure... well, it sucks, and you have no idea what the 2nd/3rd lines are doing with the issues they get sent.
Pros
Great and dependable colleagues, team leader listens and is prepared for compromise
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Official response from CPL Recruitment
22 July 2020
Thank you for taking time to provide feedback and apologies for the delay in coming back on this. We would like to hear more about your experience and how we could’ve worked differently. Please get in touch at indeed@cpl.ie with any further feedback.
4.0
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Your workday is very different from desk to desk,
But a normal day goes by with meeting in, working answering phone and emails. if you have on call you might be asked to work out of office hours for a very low bonus or they might have night shift and ask you to do 2 nights and 2 days a week.


I learned a lot about how to talk in the phone and to to handle emails.


The management is very different from desk to desk. depends a lot of the team leader the specific desk have.


The Co-workers are the main reason to stay there plus the ability to advance through the company.
Pros
Colleagues
Cons
nightshift/on call are badly paid.
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3.0
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A typical day at work would be spent on the phone and in an open space, so it is preferable to love interacting.

The main tasks are answering incoming calls from users (the number of call per day varies a lot), analysing issues then solving those issues thanks to personal knowledge, knowledge base and/or coach's assistance in a timely manner. Filling at least one ticket per call during the call. Escalating the cases that could not be solve to the relevant workgroup (thanks to the ticket). Other tasks might be occasionnally required such as dispatching unresolved tickets and answering incoming e-mails.


You are hired to support your native language. English is used to communicate with your coach, Team Leader, and HR so it is important to have a good level when you arrive. Though it is great as a first experience this is NOT the place where you will improve your level of English.


A technical training is provided during the first weeks but personnal research might be necessary for people without a technical background.


As in any call-center you are sometimes required to be a little flexible regarding the working hours.
Pros
Lively workplace, Relaxed and friendly environment, There is usually a great atmosphere among the call-takers.
Cons
Very high turnover of people, low salary and benefits compared to other call-centers.
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4.0
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- Good environment to work and opportunity to develop new skills.
- Learned how to deal with the time between travelling to the company and at work.

- The hardest part o the job is not actually the job but the travelling time spending to get at the location and coming back.

- The most enjoyable part of the job, to be able to improve the Skills, talking and helping costumers trough their issues.

- Excellent and excited team work.
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