One-Year Service Desk Journal: Lessons from the Frontline of Healthcare IT
by Ming Chu
Service Desk: The Triage of Healthcare IT
After one year serving at the Bozeman Health IT Service Desk, I appreciate being part of the triage team in Healthcare IT:
The Service Desk is the first line of support that keeps patient care moving.
Every small fix — from a VPN login to a password reset — helps nurses and doctors focus on their patients without delay.
It may seem quiet and behind the scenes, but it plays a critical role in patient care.
My Daily Start-of-Day Journal
Start the day with the right tools ready
Open the ticketing system, email, Teams, remote tools, and verify Epic access.
Test the headset — my essential tool for helping others.
Begin with the right attitude: a heart to serve
Approach the day ready to support doctors, nurses, and patients with patience and respect.
Stay informed on team updates and priorities
Check team messages and emails for overnight escalations, outages, or urgent triage needs.
Check the Service Desk ticket queue
The queue is our daily work list.
Focus fully on live calls during busy periods, and handle ticket follow-ups when call volume is light.
Escalate quickly if I cannot resolve the issue
Respect the user’s time and connect them with the right team promptly.
Keep learning and stay curious
Ask thoughtful questions to leaders or research solutions to grow in knowledge every day.
Handle challenging conversations with grace
Stay calm and respectful, knowing frustration comes from the problem, not the person.
Work with confidence, not haste
Take the time to resolve issues carefully, trusting the process and showing care in every step.
Ticket Handling Philosophy
Triage First, Deep Dive Second
Always start with patient care impact as the top priority.
Minor issues can wait, but a blocked clinician cannot.
Document Clearly and Completely
Every ticket tells a story: Symptom → Actions → Resolution.
Good notes protect the team and support patient safety.
Escalate Wisely
Escalation is not giving up — it is serving the user faster by getting the right team involved.
Cross-Team Collaboration
The Service Desk is the frontline of Healthcare IT, but we are never alone.
At Bozeman Health, we work hand-in-hand with other IT and operational teams to keep the hospital running smoothly:
Desktop Support Team – Resolving on-site device, workstation, and printer issues.
Security Team – Monitoring access logs, enforcing policies, and responding to suspicious activity to protect patient and staff data.
Epic Team – Handling EMR access, workflows, and escalated clinical system issues.
Third-Party Applications Team – Coordinating fixes for specialized healthcare apps.
PACS Team – Supporting imaging systems that providers rely on for diagnoses.
System Engineering Team – Managing servers, networking, and backend infrastructure.
Medical Record Team – Assisting with MyChart proxy access, chart corrections, and related record requests.
Every escalation is an opportunity to collaborate.
We respect the expertise of each team and work together to solve issues quickly for clinicians and patients.
Teaching and Empowering Users
One of the most rewarding parts of my role is teaching users how to use their tools confidently.
Healthcare moves fast, and empowering staff with the right knowledge makes a lasting difference.
I regularly help users with:
Windows basics — File management, printer troubleshooting, network settings, and system updates.
Epic workflows — Navigating Hyperspace, resetting passwords, logging in remotely, and understanding charting best practices.
Microsoft applications — Training on Outlook, Teams, Excel, Word, and OneDrive for efficient communication and collaboration.
Cybersecurity awareness — Recognizing phishing attempts, managing passwords securely, and using 2FA.
Every moment of patient care counts — so I teach with clarity, kindness, and the goal of reducing fear around technology.
My goal is always to leave the user not just with a fixed issue, but with more confidence than before.
Lessons From Year One
The Service Desk is the heartbeat of IT.
We are the first eyes and ears for the hospital.
Humility opens doors.
Small tasks and quiet work prevent big problems.
Documentation is a silent partner.
Clear notes save time for teammates and future shifts.
Patience is strength.
Calmness and respect make a difference in high-pressure moments.
Collaboration builds trust.
Partnering with Desktop, Epic, PACS, Medical Record, Third-Party Apps, and System Engineering teams reminds me that IT is strongest when we serve together.
Ticket queue discipline matters.
Staying on top of the queue ensures nothing falls through the cracks, and focusing on live calls first keeps patient care flowing.
Final Reflection
“Whoever wants to be the greatest must first be the servant of all.”
The Service Desk is a humble yet powerful role.
Every resolved ticket makes it possible for someone else to focus on caring for patients.
This first year at Bozeman Health IT taught me three quiet strengths:
Stay humble
Serve first
Keep growing each day in service and skill
I am grateful for this foundation at Bozeman Health IT and excited to continue learning and serving in Healthcare IT.
