For most people, UC San Francisco Information Technology (IT) is the place they call when their computer or Wi-Fi stops working.
But, as with many things at UCSF, there’s more to it than meets the eye.
The network of people behind IT’s support system are better known as the IT Service Desk, the first point of contact for repair or help with IT services and products. The team operates 24 hours a day, seven days a week to keep UCSF humming – made possible by fielding the hundreds of calls each and every day.
“We like to think of ourselves as technical diplomats,” said Greg Taylor, IT Service Desk technical operations supervisor. “We can translate what’s complex into simple terms to allow the technology to be a tool to do your job more effectively and be at the cutting edge of all of the technology that’s available to us. We’re that conduit for the organization to push the mission forward.”
One IT Service Desk group, based in Brisbane, includes Taylor; Kevin Weaver, technical support service analyst; Maria Cabral, clinical support service analyst; and Jonathan “JP” Peralta, clinical support service analyst.
While they operate separately, their combined skills make up an efficient, problem-solving team that services departments and offices across UCSF, UCSF Health, and its affiliates on a daily basis. Their work ranges from password resets and account lockouts to operating system issues and application and network troubleshooting, and everything in between.
“You never know what kind of a call you’re going to get,” said Cabral.
Tag along as we follow IT Service Desk staff through a day in their lives.
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