Helpdesk is now called IT‑support

Why do you change your name from Helpdesk to IT-support?

— We want everyone to understand and know what we're working on, hence a name change to IT-support, but also because the name Helpdesk feels a bit outdated.

What will the change mean?

— We believe that the lead times for our cases will be shortened, which will be positive for the entire organisation. We previously had a unit that was divided into Helpdesk and user support, where some employees responded to calls and some were out on campus and helped. Now we start instead IT-support, where everyone should be able to do everything. We then get a better dissemination of knowledge and that all employees get the chance to meet employees and students both digitally and personally.

Will you work in a different way or offer a different kind of service?

— We create a 2nd line feature, where we have some who work with more difficult issues that require more troubleshooting. This function will also be a bridge to our specialists in different areas. We will also be more visible around the Service Center daily in both locations.

How do you work on improvements?

— We are constantly looking at how we can improve and that we are following the development. During the year, we will look at different training courses for employees, to constantly try to be at the forefront. Right now, we're trying to improve and refine our way of handling cases. We get feedback on certain things we work on all the time. A recurring problem is that we do not reconnect in a good and effective way, and there we need to get better.

With the name change, the email address changes to itsupport@miun.se but the phone number is the same as before, 010-142 80 00.