Help Desk Manager Tiia Tikka is in her comfort zone solving problem situations

"If a customer has a problem with our scanners, they contact the Help Desk, and then we set about working out what the problem might be caused by. I can find out a large share of the problems myself, but sometimes I need to pass the customer on to one of our specialists," Tiia says.

In addition to running customer service, Tiia's duties include a wide range of other background work, so the days are varied and often busy.

Problem-solving in Finnish, in English and with the help of a translation app

Tiia's typical working day starts as early as six in the morning. That is when the mills are starting up their runs, and the phone may ring first thing in the morning. The caller can be from any country where Finnos has customers: Finland, Sweden, France, Estonia, Latvia, North America and so on. So Tiia solves problems at the Help Desk in both Finnish and English. 

"Sometimes the person on the other end of the line speaks neither of these languages, but somehow the problems always get solved, even if it takes Google Translate," Tiia says.

Getting by in these situations has been helped a great deal by the fact that Tiia has experience of customer service work abroad.

Problem-solving at the Help Desk is rewarding

To balance the early morning, Tiia's day ends as early as two in the afternoon, and this rhythm suits Tiia very well. It leaves plenty of free time in the afternoon and evening. Tiia says she also likes the fact that at the Help Desk you get to work with a truly diverse group of professionals. The Help Desk is in contact with every department, because customers' problems can relate to anything. The best thing about the Help Desk Manager's job, in Tiia's view, is nevertheless solving problems. 

"You get a detective feeling when you look for clues as to what might be causing the customer's problem. It is really rewarding when you get the problem solved and have thereby helped the customer," Tiia says.