{"id":1249,"date":"2024-02-20T11:33:21","date_gmt":"2024-02-20T11:33:21","guid":{"rendered":"https:\/\/insightevents.se\/servicedeskforum\/?p=1249"},"modified":"2024-02-20T12:31:14","modified_gmt":"2024-02-20T12:31:14","slug":"sa-okade-vi-anvandarnojdheten-pa-it-supporten-i-sollentuna-kommun","status":"publish","type":"post","link":"https:\/\/insightevents.se\/supportochservice\/2024\/02\/20\/sa-okade-vi-anvandarnojdheten-pa-it-supporten-i-sollentuna-kommun\/","title":{"rendered":"S\u00e5 \u00f6kade vi anv\u00e4ndarn\u00f6jdheten p\u00e5 IT-supporten i Sollentuna kommun"},"content":{"rendered":"<div class=\"wp-block-image\">\n<figure class=\"alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/insightevents.se\/servicedeskforum\/wp-content\/uploads\/sites\/8\/2024\/02\/astormalinnyhet.png\" alt=\"\" class=\"wp-image-1250\" style=\"width:282px;height:auto\" srcset=\"https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2024\/02\/astormalinnyhet.png 400w, https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2024\/02\/astormalinnyhet-300x300.png 300w, https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2024\/02\/astormalinnyhet-150x150.png 150w, https:\/\/insightevents.se\/supportochservice\/wp-content\/uploads\/sites\/8\/2024\/02\/astormalinnyhet-200x200.png 200w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/figure>\n<\/div>\n\n\n<p><strong><br>Vad \u00e4r n\u00e4sta steg f\u00f6r att vidareutveckla IT-supporten inom kommuner i framtiden? Malin Bergstr\u00f6m arbetar som verksamhetskonsult p\u00e5 Agima Management och tillsammans med Astor Forsberg Tardat, IT-support 2:nd line p\u00e5 Sollentuna kommun \u00e4r de aktuella som talare p\u00e5 Servicedesk Forum den 19-20 mars i Stockholm. D\u00e4r kommer de bland annat att ber\u00e4tta hur de \u00f6kade anv\u00e4ndarn\u00f6jdheten p\u00e5 IT-supporten till 4,7 av 5 m\u00f6jliga i deras kundunders\u00f6kning. Vi passade p\u00e5 att st\u00e4lla n\u00e5gra fr\u00e5gor inf\u00f6r konferensen d\u00e4r de delar med sig av tips p\u00e5 hur man lyckas f\u00e5 verksamheten att lyssna p\u00e5 supporten, vad deltagarna kan f\u00f6rv\u00e4ntas med sig efter deras presentation och kommer verkligen AI att ta \u00f6ver helt? <\/strong><\/p>\n\n\n\n<p><strong>Vad kommer du och Astor fr\u00e5n Sollentuna kommun prata om p\u00e5 Servicedesk Forum 2024?<\/strong><\/p>\n\n\n\n<p>Vi kommer att prata om hur vi fick upp anv\u00e4ndarn\u00f6jdheten med IT-supporten i Sollentuna kommun till 4,7 av 5 m\u00f6jliga. Detta genom olika typer av f\u00f6rb\u00e4ttringar, proaktivitet, tydlighet i roller, samarbete med leverant\u00f6rer, interna samarbeten m.m.<\/p>\n\n\n\n<p><strong>Har du n\u00e5gra tips p\u00e5 hur man lyckas f\u00e5 verksamheten att lyssna p\u00e5 supporten?<\/strong><\/p>\n\n\n\n<p>Vi jobbade v\u00e4ldigt mycket med att det motsatta, n\u00e4mligen att vi b\u00f6rjade lyssna p\u00e5 verksamheternas synpunkter, och b\u00f6rjade arbeta med dessa. Vi fick v\u00e4nda kulturen p\u00e5 IT-supporten, och arbeta mer anv\u00e4ndarfokuserade \u00e4n tidigare. Med mantrat \u201dvad \u00e4r b\u00e4st f\u00f6r anv\u00e4ndarna\u201d. N\u00e4r vi s\u00e5g att anv\u00e4ndarna\/verksamheterna b\u00f6rjade bli n\u00f6jda med oss. S\u00e5 var vi bra p\u00e5 att \u201dskryta\u201d om v\u00e5r resa. D.v.s. visa ledningen de positivt v\u00e4nda siffrorna. Bjuda in p\u00e5 ett \u201dfirande\u201d med kommundirekt\u00f6r och de h\u00f6gre cheferna, och d\u00e4r visa vad vi hade gjort f\u00f6r f\u00f6r\u00e4ndringar. Vilket gjorde att vi fick ett \u00e4nnu b\u00e4ttre rykte, och vi satte supporten p\u00e5 kartan, och fick mer \u201dstatus\u201d.<\/p>\n\n\n\n<p><strong>Hur ser du p\u00e5 utvecklingen av IT-supporten fram\u00f6ver? Kommer AI ta \u00f6ver?<\/strong><\/p>\n\n\n\n<p>AI kommer absolut att bli mer och mer aktuellt inom IT-support tror jag. Jag kommer ju egentligen fr\u00e5n kontaktcenter v\u00e4rlden. D\u00e4r jag tror att AI absolut kommer att g\u00f6ra mycket, men inom kontaktcenterv\u00e4rlden (inom offentlig verksamhet) s\u00e5 tror jag att kunderna\/medborgarna \u00e4nd\u00e5 rankar det m\u00e4nskliga m\u00f6tet h\u00f6gt, men att man kan anv\u00e4nda AI mer i interna processer.<\/p>\n\n\n\n<p>N\u00e4r det g\u00e4ller IT-supporten s\u00e5 tror jag att det finns st\u00f6rre m\u00f6jligheter att anv\u00e4nda AI, d\u00e5 jag inte tror att det \u00e4r lika viktigt med det m\u00e4nskliga m\u00f6tet. Det handlar ju mycket om system och mer \u201dh\u00e5rda\u201d fr\u00e5gor. Som jag tror att AI passar b\u00e4ttre i. Hur det kommer att se ut, \u00e4r jag inte helt insatt i. Jag vet att fler IT-supporter inom offentlig verksamhet testar att anv\u00e4nda samma spr\u00e5kmodell som ChatGPT i kontakten med sina anv\u00e4ndare. Vilket har \u00f6ppnat st\u00f6rre m\u00f6jligheter f\u00f6r anv\u00e4ndarna att f\u00e5 svar p\u00e5 s\u00e5dant de tidigare inte fick svar p\u00e5 hos sin IT-support. Exempelvis \u201dhur g\u00f6r man en pivot-tabell i Excel\u201d.<\/p>\n\n\n\n<p><strong>Vad hoppas du att deltagarna tar med sig efter er presentation?<\/strong><\/p>\n\n\n\n<p>Jag hoppas att de tar med sig vikten av att arbeta \u201danv\u00e4ndarfokuserat\u201d att v\u00e5ga \u201dskryta\u201d om sin it-support och l\u00e4mna jantelagen hemma f\u00f6r att f\u00e5 en h\u00f6gre status i sin verksamhet, och vikten av att arbeta proaktivt \u201danv\u00e4ndarna ska inte ens beh\u00f6va ringa in om en fr\u00e5ga, vi ska l\u00f6sa den innan\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vad \u00e4r n\u00e4sta steg f\u00f6r att vidareutveckla IT-supporten inom kommuner i framtiden? Malin Bergstr\u00f6m arbetar som verksamhetskonsult p\u00e5 Agima Management och tillsammans med Astor Forsberg Tardat, IT-support 2:nd line p\u00e5 Sollentuna kommun \u00e4r de aktuella som talare p\u00e5 Servicedesk Forum den 19-20 mars i Stockholm. D\u00e4r kommer de bland annat att ber\u00e4tta hur de \u00f6kade [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1250,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1249","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>S\u00e5 \u00f6kade vi anv\u00e4ndarn\u00f6jdheten p\u00e5 IT-supporten i Sollentuna kommun - Support och service<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insightevents.se\/supportochservice\/2024\/02\/20\/sa-okade-vi-anvandarnojdheten-pa-it-supporten-i-sollentuna-kommun\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"S\u00e5 \u00f6kade vi anv\u00e4ndarn\u00f6jdheten p\u00e5 IT-supporten i Sollentuna kommun - Support och service\" \/>\n<meta property=\"og:description\" content=\"Vad \u00e4r n\u00e4sta steg f\u00f6r att vidareutveckla IT-supporten inom kommuner i framtiden? Malin Bergstr\u00f6m arbetar som verksamhetskonsult p\u00e5 Agima Management och tillsammans med Astor Forsberg Tardat, IT-support 2:nd line p\u00e5 Sollentuna kommun \u00e4r de aktuella som talare p\u00e5 Servicedesk Forum den 19-20 mars i Stockholm. 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