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Service Desk at Ambientia
| Date post: | 14-Jan-2015 |
| Category: |
Technology |
| Upload: | ambientia |
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Service Desk at
Ambientia
Henri
Henri Sora
© Sofia Nordström
- Ambientia- Since 1998- Director, Technology and Services- Board Member
- Aucor (web development)- Advisory Board Member
- Labrox (life sciences)- Chairman of the Board
- Father of three children -(5 y, 3 y and 7 mo)
- Hobbies - Hiking - Sailing- Kayaking - Bicycling
26.1.2012
Ambientia
Digital Business Awareness
CLIENT | Myllyn Paras
Ambientia desings and implements non-trival
web applications, internal web
communities (intranet-replacements),
business applications and offers
comprehensive services.
AMBIENTIA
CLIENT | Myllyn Paras
In Sweden we do Liferay & Atlassian
James Baker-Duly
ASIAKAS | Stockmann
1996Company is founded as Ambient Factor
2000Acquisition of Kotisivutehdas
2006Helsinki office opens
2004Tampere office opens
2005Ambientia acquires Opal.net and Codezilla
2001Company name is changed to Ambientia when it moves to it’s new office
2008Turku office opens and Ambientia becomes a corporation
2010Stockholm office opens and partnership with Liferay starts
2009Leading Wiki Solution provider in Finland
2011Ambientia among the ten most important Wiki Partners in the world
HISTORY
Finland: Helsinki | Hämeenlinna | Joensuu | Tampere | TurkuSweden: Stockholm
Operating since 1996 | 80 employees
Credit classification: AAA (D&B), Rating Alfa
Owned by key personnel
Among the top 50 growing technology companies in Finland
Turnover of 6 million euros
CLIENT | Parliament of Finland
TECKNOLOGY PARTNERS
FACTS
Why I am here?
Why? [1]
Henna
Why? [2]
Laura
Why? [3]
Laura suggested Henna because• Energetic personality
• Ability to finish tasks and issues
• Praising direct customer feedback
• Constant ability to accomplish and exceed goals
Why? [4]
From a student to the winner
• We were able to coach her from an eager student to the winner
• We have been able to motivate our service desk staff to good results and not to get bored with the work
Why? [5]
Mutual feeling of respect
• We (as in management) care about employees, and therefore, they in turn care about the company
Therefore I am here
How it is being done?
Soft Methods
Servant Leadership by Laura
1. The team settles as much as possible, like • on call timetable • how the timetable changes if someone is
away or sick• people commit to tasks and training sessions
by themselves 2. Guidance is done by indirect questions3. If above fails, then direct
The team has a veto when recruiting new persons
Willingness to help each other
Work from anywhere
Solution responsibilities
The persons have defined areas of expertise
Participatory problem solving
Participatory problem solving
Ryhmäriihi
Tools
SLA measurement
Confluence usage
Extensive chat usage
1) Keeps the team on the same page
2) Takes care of the social side also
Planmill as an PSA Solution
Planmill
So, this is it Leadership methods & tools
