Tips and Tricks
Getting help from TDS
When you have an IT-related issue, there are several ways you can get help from the School of Medicine's IT Support team.
Technology & Digital Solutions is dedicated to supporting everyone at the Stanford School of Medicine — faculty, staff, and students. If you have a technology-related question and aren't sure who you should call for help, you can contact them. There are several ways to get help: calling, visiting the tech bar, starting a chat session, submitting an online ticket, or simply searching the knowledge base. Here's what you need to know.
Call the TDS Service Desk
TDS Service Desk (650) 725-8000
Hours: Weekdays from 7 a.m. to 6 p.m.
Calling is an efficient way to get help right away. TDS technicians can resolve many common problems over the phone, including issues with network connectivity, software or hardware, mobile devices, and email. If necessary, technicians can access your device remotely. Or, if you prefer, we’ll schedule a service visit at your School of Medicine location.
Hint: If technicians are assisting other customers when you call, you don’t need to wait on hold. Simply opt to receive a convenient callback instead — you won’t lose your place in the queue.
Visit the tech bar
Stanford Medicine Tech Bar, located on the ground-level of the Lane Medical Library
Hours: Monday through Thursday from 8 a.m. to 5 p.m.; Friday, from 8 a.m. to 3 p.m.
The tech bar offers walk-in, full service support for Stanford-owned laptops, cell phones, and tablets. It also offers limited support for personally-owned laptops and mobile devices used for Stanford work. If your problem can’t be resolved at the tech bar, we’ll arrange for a technician to visit your School of Medicine location. If needed, the tech bar can provide you with a loaner laptop to use while your computer is being repaired. The tech bar also has several models of recommended laptops you can try out before purchasing.
Hint: To minimize your wait time, visit the tech bar website at http://somtechbar.stanford.edu to see in real-time how many customers are waiting for help or being served.
Start a chat session
Start a chat session at http://bomgar-techbar.stanford.edu
Hours: Weekdays from 7 a.m. to 4 p.m.
You can get help quickly from your browser or mobile device by using chat. If necessary, technicians can access your device remotely.
Hint: Chat is an efficient way to get the answer to a quick question or check on the status of a ticket.
Submit a Ticket
Submit a ticket online at https://stanford.service-now.com/it_services?id=get_help (remember to log in)
You can submit a help ticket online at any time to report an issue or request assistance. We’ll get back to you promptly. To streamline your request, remember to complete the form with as much detail as possible.
Hint: This is a great way to get help with a straight-forward issue. If your issue is complex or difficult to explain in writing, consider calling the Service Desk instead.
Self-service via the knowledge base library
Access the knowledge base library at http://stanford.service-now.com/it_services
You’ll find answers to many commonly asked questions in the knowledge base, which is a centralized library of support articles, available 24 hours a day, 365 days a year. If you don’t find the answer you need today, check again later. We’re constantly adding new articles and checking that the content of articles is current.
Hint: The knowledge base is a great solution if you prefer a self-service option. Check out these tips to find the information you’re looking for quickly.
You can find information on how to get help from TDS along with additional help resources by visiting http://tdshelp.stanford.edu.
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