You learn all the time

Merja took the datanomi degree in Imatra in spring 2002, and after that she assisted the PC support of the Town of Imatra during the summer.
- They recommended me to advance and apply for a job at Sonera ServiceDesk after the summer, and here I am

To put it briefly, her job as a technical customer service adviser consists of advising end users on their IT problems on the phone. By end users - or customers - means the employees of Sonera's business customers and Sonera's own personnel throughout Finland.

Each day is different

The customers' problems vary a great deal. The most typical ones include problems related to passwords and network access. Luckily, Merja does not work alone - she has a dozen colleagues nearby dealing with similar problems.

- What I like the most is that all days are different. Although it may sound dull that you have to sit still at one and the same place all day with headphones on your ears, I don't think it's boring. All customers are different, so all cases are different as well. It feels so good to hear that someone is genuinely happy for your help, even though the problem may not have been a big one, Merja says.

The fact that each day is different is also the most challenging aspect of this job. Some things become routine, but new problems also arise all the time. Also, the instructions and ways of operating change and the applications available change as well, so you have to have your finger on the pulse of the times and keep learning.

Career choices

- Originally, as I was making my career choice, I did not consider IT. In fact, I've always wanted to do something with my hands. I completed a programme for construction artisans at Lounais-Suomen Käsija taideteollinen oppilaitos, but for reasons of health I had to change careers. So, in a way, I was forced to reconsider, and I'm glad to say I've never regretted my choice.