Paula Huuskonen is one of Pinja’s long-standing Service Desk employees. Not only does she work as an expert but also a team leader and a foreperson of about ten support employees. Paula, who is an IT engineer, considers working with and for people to be the best part of her job.
In Pinja’s support services, work tasks and the amount of work vary. The Service Desk employs a total of twenty people, divided into two teams. Paula Huuskonen, an IT engineer who has worked at Pinja’s Service Desk for more than a decade, leads a team providing ERP and BI support services, among others.
– My main job as a team leader is to ensure that all our experts have the right amount of work and the right job for their competency profile, and to help them with the most difficult support requests. In addition, I spar team members in everything related to work, and sometimes, in the capacity of a foreperson, in other things, too. Because we humans are autonomous beings, Paula says.
Paula considers it important that the team leader acting as a foreperson takes the space and time to chat for each employee. She wants to be an active party in the matter, and regularly asks employees how they are doing instead of always leaving the initiative to the employee.
A team leader is a person who is there for persons
The daily work at Pinja’s Service Desk consists of handling customers’ various requests for information and clarification. Questions vary widely; they may require, for example, further information about the logic or calculation rules of reports. On another day, the work may consist of database updates and searches or more detailed digging for transfer files, in cases of extensive integrations. In addition, customers are assisted in licensing and access management, as well as resolving hardware problems in various operating environments.
Paula has solid technical expertise and a warm, humane attitude that has led her to the role of a team leader. She says that there is a good team spirit at the Service Desk.
The job description is varied, and the tasks of the following working days is hard to predict. In this job, change is a permanent state and something that you must learn to accept. The task of the team leader is to ensure peace of mind and support for team members in challenging situations.
– Our work is largely problem-solving. The tasks are, of course, challenging, but, at the same time, a motivator. It’s really rewarding when you manage to solve a customer’s challenge. The best feedback is when a previous Service Desk customer re-contacts with calm mind and good feelings. This is when the customer has learned to trust that we will find a solution, Paula says.
Paula has solid technical expertise and a warm, humane attitude that has led her to the role of a team leader. She says that there is a good team spirit at the Service Desk. Paula has been involved in arranging national park excursions and remote evenings for the Service Desk. In addition, she has baked biscuits and delivered small consignments to the home of co-workers during remote work periods.
– I guess this is some kind of inherent tendency. I like to organize a little refreshment – I think that it is a good habit and a nice addition to the workdays.
Working at the Service Desk opens doors in many directions
A new employee’s path to Pinja’s Service Desk starts with orientation. The more specific content of the orientation varies somewhat between different service areas, but it may include, for example, orientation material and example tasks, as well as communication training for correct ways to encounter clients in a support call. An important part of learning also takes place “side by side”, with the close support of both a more experienced employee and a team leader.
Paula says that the good aspect of working at the Service Desk is not only the client work itself and problem solving, but also the fact that it opens doors in many different directions.
– This work helps you get acquainted with the company’s operations from many different angles. Many have since gone to new directions, such as product development as a coder, service manager, or marketing. And then there are us who enjoy staying at the Service Desk, Huuskonen says.
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