IT Service Desk with all-time high on user satisfaction
93% of users who responded to the annual user satisfaction survey were satisfied with the help they received from the IT Service Desk. This is a new record, pointing to the strong growth in satisfied users in the recent years
"I am immensely proud of the efforts made every day by all our IT co-workers to ensure great user experiences and increased service levels across our services. It is very gratifying to see this being acknowledged by our users," says Susanne Sandvær, Head of Section IT Business Relationship and Service Desk (KOS – Kunde og Servicedesk).
KOS is a group of user-focused IT people who work daily in assisting users with incidents/troubleshooting and guidance, produce self-service content and user communication and handle all IT orders.
"We have been heavily affected by the corona pandemic, just like many others at OsloMet. We have, up to several times, had to think outside of the box to find good solutions related to IT orders, guidance and to ensure a secure and stable IT-operation for our users," continues Susanne.
Development arena for apprentices and students
One of the services KOS provides is the IT Service Desk, this is IT's primary point of contact. A bunch of skilled student assistants and apprentices are the ones who work on tier one (first line in), with a highly skilled IT-environment behind them.
"We are committed to providing a learning platform for students, and IT Service Desk is one of the opportunities that can help develop competency and the understanding of the IT field needed to enter working life at the end of studies," says Nithan Karan, Service Desk Manager and Training Manager for IT apprentices.
The KOS service promise
Some of the feedback in the survey was:
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IT-servicedesk are my heroes and I am so pleased with how those who work there are always patient and helpful, explaining and "fixing" the problem! Thanks to the people who work there!
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I get a lot of praise from the employees for whom I am responsible. They experience that they have been followed up particularly well during the pandemic. Everybody's doing a great job!
The KOS service promise is to create a simpler digital everyday life for all users at OsloMet. Continual assessing opportunities, with the help of for instance user insights like this survey, that can contribute to the service promise being fulfilled.
"We have received many useful inputs in the survey that we will use in mapping further development of our service strategy and service offerings. We also see that some input from the survey is regarding services that are not currently part of IT's responsibility, here we must look at how we at OsloMet can create services that are clearer and better communicated out to the users. The expectations of our services are constantly changing, and we must ensure that we are also constantly changing to meet the new needs" says Susanne.
