The SYSCO team at the Stord office:( back row, from left) Jan Edvard Hystad, Børge Kvamme, Change Bjørn Ladehaug, Johannes Hvidevold, Eivind Kaldestad, Bjørn Jonas Ulvund, Lars Harald Frugård, Christer Trasti, Vegard Steinstø, Trygve Totland, Jonas Rimmereid.
– We have a unique competence
One of SYSCO’ s main deliveries to the Norwegian utility industry is the operation of the various computer systems that in various ways form the basis for the operations of the utility companies. Nowadays, hybrid operating solutions provide customers with services from local installations and cloud-based solutions. This provides both increased flexibility and cost-effectiveness.
The SYSCO department at Stord, is gathered at Lønningsåsen, and now counts a total of 23 employees. Head of department, Børge Kvamme, is responsible for the various operating services, and explains that support and services are divided into three levels. First-line support handles typical questions like login and mail issues, while second line is more about issues surrounding applications, software, or hardware. If the case can not be resolved in the first or second line, it moves to the third line where cases of a more critical nature have access to more resources. Today, this department consists of 12 employees in operation and 5 in the service desk. In addition, the department is accompanied by 5 employees from SYSCO Finance and 1 from the sales department.
In order to ensure that customers get the fastest possible follow-up, Kvamme says that it is continuously working to find more effective ways to solve problems and questions. One of the measures introduced in this regard is a so-called” self-help portal” on the web pages, which allows the company’ s customers to solve some issues on their own. This has been an attempt to automate the most typical inquiries, so that both the customer and operating department can work more efficiently, explains Kvamme. Security is also a high priority, and there is therefore a lot of efforts to create relevant awareness among users. It is essential to prevent user errors that expose the customer to hacking and phishing.
SYSCO’ s customers use a wide range of IT systems and solutions, based, inter alia, on technology from Microsoft and Oracle.
10 SYSCO – Good stories! 2017