How “IT” Became a “HIT”: Information Management at JKU
IT at the JKU has many faces - and departments. One of these departments is the Department for User Services. Today we are talking with Claus Wohlschlager.
What is your area of responsibility?
Claus Wohlschlager: The IT Service Desk is a part of the Department for User Services and serves as the first point of contact if there any IT-related questions or issues. Our other areas of responsibility includes setting up standard IT workstations (installation, delivery, support services, recycling, disposal) as well as renting hardware, mobile devices, e-mail, file and print services, identity and access management (i.e. user life cycle, accounts, authorizations, authentication, user synchronization between IT systems, etc.), printers, large format printing, the IM training rooms, and parts of the Austrian student union’s IT infrastructure.
Has the coronavirus pandemic added to your workload (i.e. more requests for support services) or made things easier (i.e. more recognition for what you do)?
Claus Wohlschlager: In the beginning, switching from working on campus to working from home was very challenging for the team. However, thanks to our colleagues’ commitment and dedication, we were able to respond quickly to the new situation. We adapted our IT systems and did the best we could to adjust to the new conditions as quickly as possible. Naturally, system security had to be taken into account at all times.
The feedback we received was always very positive, both in regard to the support services we provided and that our team members were available despite having to work from home.
Are you all working from home and how is that going?
Claus Wohlschlager: For the most part, a majority of the department is continuing to work from home. However, three people are always on site at the Service Desk, and, depending on what is needed, additional IT experts are on-site on a rotating basis.
What kind of questions do you address and what do people need to have ready in order to be helped?
Claus Wohlschlager: Basically, students and employees can contact us with any and all of their IT questions/issues. If we can't help, we will forward the inquiry to the corresponding department.
We can respond faster if those who contact us can provide us with information in accordance the so-called “6W principle”: (who, what, when, where, how/with what and why). Once we have this information, we can work quickly to address the issue. Being up front and willing to provide correct information - i.e. whether or not something has been changed on the PC or in the software - saves time and helps us to find a solution.
What are you contacted most about, even if it’s not your area at all?
Claus Wohlschlager: As "Information Management" we get all kinds of inquiries and requests. More often than not, many people are aware we are actually not the responsible department but we still try to help.
What do you do to work well as a team? Do you have any tips and advice?
Claus Wohlschlager: We have fun and enjoy the work. In addition, good communication is among the most important things.
The Department for User Services
|Employees||15 (4 at the Service Desk, 6 IT experts, 1 Identity Manager, 4 administrators) plus 2 apprentices|
|Calls per day||250-300|
|The department manages||2,100 standard IT workstations, approx. 7,000 mail boxes, 3,500 authorized groups|
|Changes made to user accounts per year||approx. 3.3 million|