Cross Training Service Desk Agents with Field Service Technicians

Service Desk Tech Bar rotations
Weekly rotation for SD agents at the Tech Bar
Three days per week per agent (Tues-Th)

1st rotation
Introduction to FS agents
Get to know each other
Observe how FS technicians assist clients at the Tech Bar especially with mobile devices and laptops
Learn tips and tricks and share knowledge

2nd rotation
Provide direct support to SoM clients with a FS technician nearby if necessary
Get to better understand FS processes and procedures including imaging processes

3rd rotation
Go out in the field with a FS technician and assist with providing onsite support and deployments
Get to know the various building locations on campus

SD Agents Benefits
Take a break from taking phone calls
Possible shorter commute
Assist clients in person
Knowledge sharing and process improvement suggestions
Learn to provide better ticket handoffs and details as they see first-hand how FS technicians assist clients onsite
Provide potential career path opportunities

SD agent comments
They love the experience and can’t wait for their next rotation!

Contact Info

Andrew Blaner, Service Desk Manager
Technology and Digital Solutions
ablaner@stanfordhealthcare.org