{"id":695,"date":"2021-02-18T12:59:48","date_gmt":"2021-02-18T12:59:48","guid":{"rendered":"https:\/\/insightevents.se\/servicedeskforum\/?p=695"},"modified":"2021-03-01T12:47:38","modified_gmt":"2021-03-01T12:47:38","slug":"intervju-med-vinnare-av-servicedesk-awards-arets-servicedeskmedarbetare-2019","status":"publish","type":"post","link":"https:\/\/insightevents.se\/supportochservice\/2021\/02\/18\/intervju-med-vinnare-av-servicedesk-awards-arets-servicedeskmedarbetare-2019\/","title":{"rendered":"Vad har h\u00e4nt p\u00e5 1,5 \u00e5r?! Intervju med vinnare av Servicedesk Awards \u2013 \u00c5rets Servicedeskmedarbetare 2019"},"content":{"rendered":"

\"\"En tid har g\u00e5tt, d\u00e4rf\u00f6r tog vi chansen att prata med Marcus Nielsen \u2013 vinnare av Servicedesk Awards 2019 i kategorin \u201d\u00c5rets Servicedeskmedarbetare\u201d. I intervjun f\u00f6ljer vi upp med Marcus och pratar om hur utvecklingen har sett ut i branschen fr\u00e5n hans perspektiv. Han delar intressanta tips och g\u00e5r in p\u00e5 m\u00f6jligheter fram\u00f6ver inom servicedesk. Marcus \u00e4r ocks\u00e5 med och pratar p\u00e5 \u00e5rets konferens i paneldiskussion med tidigare vinnare av Servicedeskawards.<\/h2>\n

Kan du ber\u00e4tta lite kort om dig sj\u00e4lv och din roll? <\/strong><\/p>\n

Mitt namn \u00e4r Marcus Nielsen och jag har arbetat p\u00e5 JSC IT-Partner AB sedan sommaren 2016. Min huvudroll \u00e4r inom supporten d\u00e4r jag fr\u00e4mst jobbar inom 2nd-line men \u00e4ven har fokus p\u00e5 att st\u00f6tta och coachar kollegor inom supporten. Ut\u00f6ver huvudrollen har jag \u00e4ven en biroll som konsult ute hos v\u00e5ra kunder med regelbundna bes\u00f6k.<\/p>\n

P\u00e5 Servicedesk forum 2019 vann du \u00e5rets Servicedeskmedarbetare. Vilken utveckling har du sett i branschen sedan dess? <\/strong><\/p>\n

Den st\u00f6rsta skillnaden jag sett under den senaste tiden \u00e4r onekligen omst\u00e4llningen i samband med pandemin. Fokuset har flyttats till att anpassning av sitt arbetss\u00e4tt f\u00f6r att jobba p\u00e5 distans med digitala m\u00f6ten eller \u00e5tkomst av resurser hemifr\u00e5n p\u00e5 ett s\u00e4kert s\u00e4tt.<\/p>\n

Ut\u00f6ver omst\u00e4llningen som n\u00e4mndes ovan har komplexiteten p\u00e5 \u00e4renden blivit h\u00f6gre och upplever att det \u00e4r f\u00e4rre \u00e5terkommande problem av den enklare karakt\u00e4ren. Utvecklingen kan vara ett resultat av att vi vill l\u00e4ra anv\u00e4ndarna i samband med ett \u00e4rende och \u00e4ven skapat en del sj\u00e4lvhj\u00e4lpsguider till slutanv\u00e4ndarna.<\/p>\n

Har din egen roll utvecklats sedan dess? Om ja, hur? <\/strong><\/p>\n

Min biroll har f\u00e5tt ta allt st\u00f6rre plats i min vardag, vilket har varit den stora utvecklingen i min roll. Utvecklingen har varit utmanande p\u00e5 det tekniska men \u00e4ven i arbetss\u00e4ttet som skiljer sig en del fr\u00e5n support-arbete.<\/p>\n

Har du n\u00e5got tips till personer och\/eller organisationer som vill utveckla sig och bli b\u00e4ttre p\u00e5 support och service?<\/strong><\/p>\n

Jag tror det \u00e4r viktigt att se supporten som en grupp med gemensamma m\u00e5l och att tidigt inse behovet av att hj\u00e4lpas \u00e5t f\u00f6r att uppn\u00e5 uppsatta m\u00e5l. Att f\u00e5 gruppen att arbeta som just en grupp \u00e4r viktigt f\u00f6r resultatet men \u00e4ven f\u00f6r att kunden ska uppleva att man f\u00e5r samma hj\u00e4lp oavsett vem man kommer fram till n\u00e4r man ringer.<\/p>\n

Genom att ha en heterogen grupp f\u00e5r man \u00e4ven flera syns\u00e4tt och intressanta tankar vid dialoger kring utmaningar. Att ha olika bakgrunder och syns\u00e4tt p\u00e5 ett problem men ett gemensamt m\u00e5l tror jag \u00e4r en viktig framg\u00e5ngsfaktor i att skapa en framg\u00e5ngsrik helpdesk.<\/p>\n

Som enskild individ tror jag det \u00e4r det viktigt att hitta n\u00e5got man brinner extra f\u00f6r och d\u00e4rmed har l\u00e4ttare att ta sig till och s\u00f6ka ny information inom omr\u00e5det. Som alltid blir saker enklare om man har ett extra stort intresse f\u00f6r n\u00e5got.<\/p>\n

Slutligen, hur ser du p\u00e5 utvecklingen fram\u00f6ver inom servicedesk? \u2013 utmaningar och m\u00f6jligheter?<\/strong><\/p>\n

En m\u00f6jlighet framledes som jag tror kommer vara stor \u00e4r att kunna anv\u00e4nda AI i st\u00f6rre utstr\u00e4ckning. En helpdesk-funktion hanterar stora m\u00e4ngder data under dagarna och att f\u00e5 ett bra systemst\u00f6d med hj\u00e4lp av AI tror jag kommer underl\u00e4tta f\u00f6r medarbetarna samtidigt som man kan \u00f6ka kundn\u00f6jdheten ytterligare. Jag tror \u00e4ven att man i st\u00f6rre utstr\u00e4ckning kommer kunna l\u00f6sa enklare \u00e4renden direkt mot slutanv\u00e4ndaren med AI, f\u00f6r att minska enklare \u00e4renden ytterligare.<\/p>\n

I v\u00e5r bransch sker f\u00f6r\u00e4ndringar hela tiden och att st\u00e4ndigt kunna vara med och h\u00e5lla din kunskap uppdaterad \u00e4r b\u00e5de utmanande och viktigt f\u00f6r att kunna ge den b\u00e4sta servicen. Jag tror framledes att det kommer komma m\u00f6jligheter och utmaningar kring s\u00e4kerhetstekniker som det \u00e4r viktigt att Servicedesk \u00e4r uppdaterad p\u00e5 f\u00f6r att uppr\u00e4tth\u00e5lla en god service.<\/p>\n","protected":false},"excerpt":{"rendered":"

En tid har g\u00e5tt, d\u00e4rf\u00f6r tog vi chansen att prata med Marcus Nielsen \u2013 vinnare av Servicedesk Awards 2019 i kategorin \u201d\u00c5rets Servicedeskmedarbetare\u201d. I intervjun f\u00f6ljer vi upp med Marcus och pratar om hur utvecklingen har sett ut i branschen fr\u00e5n hans perspektiv. Han delar intressanta tips och g\u00e5r in p\u00e5 m\u00f6jligheter fram\u00f6ver inom servicedesk. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-695","post","type-post","status-publish","format-standard","hentry","category-nyhet"],"acf":[],"yoast_head":"\nVad har h\u00e4nt p\u00e5 1,5 \u00e5r?! 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