Pros
Good insurance, salary sub-par but bonus received for accepting out-sourcing and training off-shore resources was excellent. I have been employed by the company I service (as an HCL America re-branded employee) for over 10 years and enjoy the work, the people, and the overall company work environment.
Kontras
Communication within the company, between users and service desk personnel, between out-sourced Americans and their managers, is, by far, the greatest obstacle to successful productivity. Our current supervisor has not spoken 10 words to us over the past 2 weeks. Normal situation for a supervisor who does not know his direct reports' job responsibilities or capabilities and refuses to interface with them to to solve the situation.