1.0 On-site Technician 

“As an on-site technician, you know better than anyone the importance of maintaining and managing various systems and devices across multiple locations. This can be a complex and time-consuming task, especially when dealing with data from disparate sources. That's where pivot comes in. pivot is a powerful platform that enables users to connect and integrate data from various sources, including but not limited to Crestron, Microsoft Teams, ServiceNow, Office 365, Cisco and Zoom. By using pivot, you can use one platform to view all devices, whether it’s their asset details, or real time data to streamline your workflows and reduce your work on site.”

Technicians being sent to site can be costly, so there are a few additional workflow recommendations to ensure the technicians time is maximized. 

When they receive a booking for a client, it’s advised they pull up pivot to get a quick overview of the alert and familiarize themselves with the location if need be. When arriving on site, they should also do the same, but keep it open, as it will have all the information they may need aside from the assigned ticket/service order the support team provided when booking the visit.  

If there are additional alerts that have occurred since the booking, they should speak to their on-site contact and support team about trying to resolve it on site while they are present. 

When entering a room, put the room into maintenance mode. This will quiet any alerts/messages as the technician performs troubleshooting in the space. 

Before leaving site, check to ensure that all issues have cleared on pivot, and that the maintenance mode is off on the rooms entered. 

2.0 Task to Complete:

• On receiving a new booking/ticket the technician immediately opens pivot and the alerts 

• If additional alerts are on site, check in with support team and speak with the on-site contact to enquire about any other alerts in the space. 

• Place rooms into Maintenance Mode before troubleshooting. 

• Take rooms off of Maintenance Mode once resolved/completed troubleshooting. 

• Before marking ticket/service order as complete, ensure that pivot has cleared alert.