Student Service Desk team supports you at various stages of your studies

This autumn has been busy for the Student Service Desk team operating under Student and Academic Services. The team started its operations at the beginning of this year. But what developments have taken place concerning the services offered to students? Read this article and learn more about the team, contact channels, and first developments!
Näihin kasvoihin voit törmätä opiskelun palvelupisteellä. Kuvassa vasemmalta oikealle Ida Halme, Mirve Pynnönen, Roosa Kaipainen, Henrik Puttonen ja Mari Luokkamäki. Kuvasta puuttuvat tiimiläiset Sini Viander, Sinikka Juntunen ja Anni Räsänen.
Published
7.11.2022

The Student Service Desk team of eight persons started its work at the University of Jyväskylä in January. What is new is that the same individual team offers student services both to JYU degree students and students engaged in continuous learning. Accordingly, the goal of the new team is to provide better assistance and guidance to all JYU students.

Aiming at efficient and seamless customer service

In just over half a year, the team has already accomplished a great deal. In August, a phone service number (029 441 8080) was introduced for all students at JYU. The students can call this number and ask about any general issues related to their studies. The phone service hours (on weekdays 12-3 p.m.) are the same irrespective of your field of study.

In August, the team also opened an on-site service desk in the University Library building, Lähde, in room B154. The service desk is open on Tuesdays from 10 a.m. till noon and on Thursdays from noon till 2 p.m. All students are welcome to visit the service desk – previously, the opportunity for on-site visits was not really advertised, for example, to the Open University students. During the same opening hours, the International Office’s customer service desk is also open in Lähde.

At the Student Service Desk, you can ask for help, for instance, for filling in forms for the TE services or concerning general issues relating to studies. The service desk concept is piloted this autumn and based on the gained experiences it will be decided whether this service will be continued in the same way also during the spring semester.

The role of electronic channels will become more important in the future

The HelpJYU online service portal is the main contact channel for questions regarding general advice and guidance. Via HelpJYU, you can send questions electronically to our student services, in the Services and guidance section. Typically, your request via HelpJYU will be answered within a couple of days. In HelpJYU, you can also find instructions for the most typical issues concerning studies at the Open University.

In the future, the plan is to further expand the use of HelpJYU across Student and Academic Services, as the aim is to replace the different role mailboxes with HelpJYU forms and thus make customer service even more seamless. In the future you don’t need to know beforehand who could best answer your question or whom to contact, because your message will be directed to the appropriate person from HelpJYU.

Chatbot Minerva was also introduced last year as part of customer service. It is already able to answer general questions concerning degree studies quite extensively. The objective for Minerva is to be able to better answer questions from applicants and other students of continuous learning in the future.