Thank you for taking the time to leave a review, we value feedback and are constantly striving to improve from it. Firstly, I’m sorry to hear that your time at HL didn’t feel like a positive experience.
It sounds as though our training process has evolved considerably since you joined the company. We’ve invested a lot of time over the past year or so, to ensure that HL is a supportive place to work for all employees.
We try to equip our new Helpdesk consultants with the knowledge they will need to succeed in the role. As you mentioned in your review, we do welcome applications from people of all backgrounds, with varying levels of past experience, and we’re aware that digesting this amount of new information can be intense. Because of this, we’ve developed a structured training academy for our new starters, to support them through this process.
During the first couple of weeks at HL, it’s all about welcoming new colleagues to HL, learning in the classroom and listening to calls. At around week 2-4, Helpdesk Consultants are introduced to a test. This is designed to gauge their own knowledge and to see if they’re ready to ‘go solo’ around week 4.
Throughout this process we aim to tailor this, where possible, to suit individual’s needs. I’m sorry that this wasn’t your experience when you joined us. Your feedback has been shared so that we can learn from this and continue to improve our training programmes.