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Service Desk at Your Service

Sixteen front-line IT support staff get schooled in best practices of customer care
Monday, August 1, 2016

By the end of this month, all 16 members of the University IT (UIT) Service Desk's front-line team will be trained in the best practices of quality customer care.

In an effort to raise the service and support level that UIT Service Desk staff provide, the entire front-line team was offered training this summer to become certified Support Center Analysts through the Help Desk Institute (HDI). To date, 11 Service Desk staff completed the training. The other five will do so by the end of this month. All 16 staff will take an exam for certification.

The HDI training and certification verifies that technical support professionals who act as the primary contact for customers possess the knowledge and skills required to provide the highest quality care with every interaction.

“We want to ensure our analysts have both the technical and customer service skills required to provide the Stanford community with the support it deserves,” said Jonathan Russell, Director of the UIT Service Desk who initiated the training for his team. “We also want to ensure that members of the Stanford Community receive a similar and consistently excellent experience any time they interact with our support team.”

The UIT Service Desk handles 12,000 to 14,000 inquiries each month and works seven days a week to provide greater access to assistance and faster response and resolution times.

Learn more about what the UIT Service Desk is doing to focus more on you, the customer, read this article.

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