Good team spirit helps to tackle challenging situations
The Service Desk at Digital Services provides customer support via multiple channels: chat, telephone, e-Services and face-to-face in customer service points. Eskelinen’s work is focused on on-site support on the Kuopio Campus.
“I’m very much involved in the life cycle management and leasing of devices. I make sure that our leased devices get returned and managed further. I’ve also done some user training, including in the introduction of multi-factor authentication,” Eskelinen says.
More than 50 specialists work in the various teams of Digital Services. The Service Desk is home to more than ten IT specialists on the Kuopio and Joensuu campuses. The number of service requests to be resolved varies every day: the team may get 20–30 calls a day, while the customer serve point may get ten visitors an hour. On-site gigs naturally take up more time.
“We have really good team spirit. Most encounters with customers are smooth, but if there ever is a challenging situation, we go over it with the team and then move on. My strength lies in understanding the customer perspective. I can explain the essentials of solving a problem to the customer without going into too much unnecessary detail. The customer may be in distress at first, but being able to resolve their issue smoothly and relatively quickly will leave us both feeling happy,” Eskelinen says.
According to Eskelinen, the best everyday moments are those shared with colleagues: his team constitutes the most rewarding part of the job.
“I’ve been offered jobs also elsewhere, but UEF’s many benefits, such as good colleagues, joint breakfasts, employer-provided bike and opportunity to work from home, work in the favour of the University of Eastern Finland. I’m sure that all workplaces have their pros and cons, but I can honestly say that overall, UEF is a really good and rewarding place to work,” Eskelinen says.