Pros
Very Large Company with many Specialists, Large Client Base. It used to have a good team vibe among the teams, with many events organised by the team. There used to be lots of skilled people there and it wasn't long before you were dealing with many complex issues.
Cons
This changed when Management starting "cutting down" to make the desks more efficient because they calculated everyone lateness for the year and decided they wanted this time back. 1second after the 60minutes of lunch would be "late". It killed the morale pretty quickly. all the good people started moving away from the company and a vacuum was formed sucking in anyone who could speak on the phone. suddenly the 'GSD' became a non-technical IT Desk further ruining the customer support. that took so long to build focusing on SLA'S and not on it's staff. The company is run by middle managers with a Who-You-Know sort of job promotion... If you want to escalate in this company you need to friends with management and expect to be fired or overworked if you don't get on with your manager