Unigrafia and Uniarts began close cooperation in August 2023, when the first Unigrafia expert joined the university’s IT support team to assist staff with a wide range of technical issues. From the start, the service model has been co-developed in active dialogue with the client.
In spring 2023, Uniarts’ IT support urgently needed reinforcements. The number of requests had increased to the point where the internal team could no longer manage all of them. Unigrafia responded quickly, recruiting a candidate with the right skills for the role. The entire process — from needs assessment to signing the employment contract — was completed in just two weeks.
A few months later, a second Unigrafia professional joined the support team, this time taking responsibility for handling incoming calls alongside Uniarts staff. This addition has significantly improved response times and overall process efficiency. The more flexible handling of support requests has had an immediate, positive impact on customer satisfaction. The role also allowed for remote work, eliminating the need for additional physical workspace on campus.
IT support tasks have been reshaped collaboratively, step by step. Thanks to this partnership, Uniarts’ IT support operations have become more streamlined, allowing in-house staff to focus on tasks that require deeper expertise and development work.
“We’ve gained flexibility and support without needing to expand our own headcount. We also save time since we don’t have to run the recruitment process ourselves. Unigrafia takes care of their staff’s wellbeing and motivation, and internal changes rarely affect our operations. It’s easy to bring in more help from Unigrafia whenever needed.
Their understanding of IT support and the qualities of support personnel have been a great asset in refining our operations. By placing Unigrafia at the front line, we’ve been able to allocate our own resources to more demanding tasks that require in-depth knowledge of our internal systems.”
Juha Rosvall, Head of IT Support Services
Towards Cost-
Effective
IT Support
Unigrafia and Uniarts are now looking to deepen their collaboration. In the long run, the focus will shift from simply resourcing personnel to delivering IT support as a more integrated service. In autumn 2024, the support team will welcome another Unigrafia professional, further centralising frontline support within Unigrafia’s remit.
With this model, Uniarts’ future IT support needs can be more easily identified and addressed proactively. Unigrafia provides exactly what the client needs, precisely where it’s needed: the right input for the right part of the process.