Operations and Technical Challenges in Software Support
Huhtala, Anastasiia (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025060219467
https://urn.fi/URN:NBN:fi:amk-2025060219467
Tiivistelmä
The thesis focused on gaining practical experience as a software support adviser trainee, working within the service desk team. The aim was to document the daily responsibilities of the role and analyze how customer support contributes to software quality and user satisfaction. The software in question was Forest by Pinja, an ERP system for managing wood procurement and logistics.
Thesis report is written in a diary-based format and covers weekly tasks. A diary-based approach was used to record weekly tasks, including software updates via Jenkins, issue tracking in Jira, database maintenance using Microsoft SQL Server, and communication with customers and development team. Examples of reallife customer tickets and technical cases served as the basis for reflection and learning.
Technical support plays a vital role in identifying bugs, relaying feedback, and maintaining smooth software operations. Key outcomes included improved technical troubleshooting skills, better understanding of team workflows, and development of soft skills such as communication and prioritization. The findings suggest that structured support processes, combined with effective tools like Jira, are essential for enhancing software quality and customer satisfaction.
Thesis report is written in a diary-based format and covers weekly tasks. A diary-based approach was used to record weekly tasks, including software updates via Jenkins, issue tracking in Jira, database maintenance using Microsoft SQL Server, and communication with customers and development team. Examples of reallife customer tickets and technical cases served as the basis for reflection and learning.
Technical support plays a vital role in identifying bugs, relaying feedback, and maintaining smooth software operations. Key outcomes included improved technical troubleshooting skills, better understanding of team workflows, and development of soft skills such as communication and prioritization. The findings suggest that structured support processes, combined with effective tools like Jira, are essential for enhancing software quality and customer satisfaction.