Frederik Steinmeyer, Student Assistant at the RRZK Help Desk

Frederik Steinmeyer has been with the first-level support at the RRZK helpdesk since 2017 already. He is studying mathematics in a single-subject bachelor's program with a minor in computer science. In "For A Cookie With...", he tells us more about how he experiences working at our help desk.

Question 1: How did you get the helpdesk job?

"A  classmate who worked at the RRZK at the time told me about the vacancy in the helpdesk. Since I had always enjoyed programming and was looking for a part-time job, I applied and got the job. That was six years ago now."

Question 2: How would you describe your typical working day?

"First, I turn on the coffee machine, then I unlock the course rooms. Then I go to my PC and process the e-mail tickets that have come in. When that's done, I wait for new requests and customers to come in person. This is what my three working days at RRZK look like."

Question 3: What qualities do you need to have to work in the helpdesk?

"You have to be patient, friendly, understanding and respectful. Even if customers get a little impatient or nervous, it helps to always put yourself in the other person's shoes to show understanding. We've probably all been in a situation where something doesn’t work on the PC or in a program. It’s just very annoying."

Question 4: Do you often have to deal with angry customers?

"Rather rarely. Most of them are very grateful for our help. That's what I like most about the job. It's a nice feeling to be able to help someone. What I also like is the relaxed working atmosphere. You can always have a pleasant conversation with your colleagues, and we're also on a first-name basis with our superiors."

Question 5: What have you learned during your time at RRZK?

"Above all, I have been able to practice some soft skills. For example, I learned how to talk to customers in a professional manner and how to make calls. Before RRZK, I didn't like answering the phone that much, now I don't think about it much and just answer it"