Enhancements for staff turn
'Help Desk' to 'Service Desk'

SHC has enhanced its computer and information technology support to staff with an upgraded "Help Desk," now known as the "Service Desk."
The service changes are part of a sweeping overhaul of SHC's information technology services under the leadership and support of Texas-based Perot Systems Corporation, working closely with SHC staff and management.
The increased capabilities were scheduled to begin Dec. 9, said Carolyn Byerly, SHC's chief information officer. While some details were being finalized by Dec. 1, Byerly announced the following features of the change:

What can I expect by this transition?

• Decrease in the time you or your assistant/ staff wait for a service desk agent.
• More problems resolved by a service desk agent.
• Faster concrete results because calls will be efficiently routed to available support agents knowledgeable in your area of need.

The Service Desk will continue to provide:

• A single point of contact for all SHC employees to report IT issues or requests on standard workstations and printers connected to the SHC network. (For example; to move a computer station, modify a report, request access to an application, etc.)
• Rigorous triaging and tracking of calls.
• Phone access to the SHC Service Desk by calling (650) 723-3333. (Same number)

The Service Desk will additionally provide:

• A central point for all SHC employees to submit IT service requests.
• Immediate resolution of many routine support issues.
• Service Desk agents dedicated to SHC at Perot's Plano, Texas, Technology Center.
• Customized, more individualized, tracking and queuing of requests.
• Increased communication to users.

The service desk staff will need specific information to be able to route call to the correct support team. Callers should be ready to state their name - or the name of the individual they are calling for - and then verify other information for the service desk agent.

Questions or feedback may be directed to the IT service delivery manager, Andrew Walker, at (650) 723-7043 or by email, anwalker@stanfordmed.org