It’s been an exciting journey since the Tech Team Career Crossover Program launched in July 2023. The program, designed to increase collaboration and enhance troubleshooting efficiency, has exceeded expectations.
In its initial phase, the program brought together the WashU IT Service Desk and Danforth Deskside teams. The technicians trained, shadowed, and then walked in each other’s shoes for a week.
Now, the program has expanded even further. The second phase, launched in September, includes deskside technicians with WUSM IT Support Services. This expansion brings a new perspective to the program.
“Our deskside technicians have gained a substantial amount of knowledge and have been astonished by the fast pace that the Service Desk technicians work,” says Suzanne Pusa, Manager of Technical Services for WUSM IT Support Services.”
Overall, technicians have shown increased enthusiasm for collaborative work and they have gained a deeper appreciation for each other’s roles.
The collaboration didn’t just benefit the technicians individually; it fostered a sense of unity across the IT support teams. Lisa Jordan, Assistant Director of End User Services, shared her perspective: “I feel this initiative has been going really well. Techs from both sides have learned a lot, and the collaboration has been incredible to see. Programs like this allow us to work more cohesively as a unified IT support team which, in turn, allows us all to provide better support for our customers.”
“We are excited to see how this program will continue to shape our teams and ultimately benefit our customers,” says Nancy Webb, Senior Director of WUSM IT Support Services.”
The Tech Team Career Crossover Program has proven to be an invaluable addition to the onboarding process and ongoing training for the Service Desk and Deskside teams.