As team leader of the IT services’ First-Level Support unit, Friedrich Hinrichs is often the first point of contact for people seeking solutions to IT problems. In this interview, he talks about the daily challenges, the switch to Windows 11 and the Middle Ages as a counterbalance to work.
You are the first point of contact for people with IT problems. What is the biggest challenge here?
Understanding specific concerns and requirements. We communicate with people who often have limited IT skills, so it can take a while to find out exactly where the problem is and what they want us to do. Only once we get to know people and what they want can we work together and come up with an individual solution. Empathy is just as important for this kind of work as technical skills. Our approach is to help people help themselves.
The university recently switched to the Windows 11 operating system. What was the transition period like for you?
We only had nine months to complete the actual transition, that’s about half the time we had for the transition from Windows 7 to Windows 10. We didn’t have enough time to convert all the devices ourselves, so we set up an automatic update and asked everyone to help. We also provided instructions and offered to answer any questions. Our experiences from consultations were then incorporated into the instructions. Overall, the transition went well, thanks in part to the consistently smooth collaboration with all employees.
Two-factor authentication (2FA) was introduced at almost the same time...
Yes, and understandably, many people saw this as a burden initially. But as implementation progresses, the authentication processes are being consolidated so that they require less effort. Introducing 2FA was absolutely necessary. We were under ever increasing pressure from spam, phishing emails and other risks. 2FA helps to reduce these risks.
What do you enjoy about your work?
It’s all about the mix – working with people and technology. I enjoy providing support, solving problems and working together to find solutions – no two days are the same. Every day I try out new things together with the people who come to us for help, and I, too, learn in the process.
What career path brought you to IT services?
I studied social sciences, philosophy and computer science here at the university and was looking for a part-time job. I found it here at the IT services, as a consultant. I enjoyed it so much that I eventually took on a full-time position.
How do you switch off from work?
I enjoy learning about bygone eras, especially the Middle Ages – it's the perfect contrast and counterbalance to my work in IT. I sail historic square-rigged ships, I’m a member of a fencing club, and I organise historical re-enactments – most recently at the former Viking settlement of Haithabu in Schleswig-Holstein. I find it exciting to put myself in the shoes of people from other eras, and I also enjoy museum presentations of these perspectives.
Interview: Henning Kulbarsch
