Service Desk

Service Desk

 

VCPI customizes your Service Desk solution so you’ll get what you need, when you need it

We offer IT support that supplements your in-house team, or provides full-time, 24/7 response.

Our Service Desk Analysts are available 24/7 (including nights, weekends and holidays) to support end users via phone, email or online. Callers speak with a live person in the Midwest – not a menu prompt and not a voicemail system. Overall first call resolution is consistently greater than the industry average of 72.1% and our portal allows you to track the status of incidents that require more time to resolve.

Our analysts are also intimately familiar with the post-acute, senior living industry, allowing clients to free up IT staff and focus on priorities.

We solve:

  • Password resets, configuration and user settings and other common user issues
  • Printer, workstation, thin client and mobile device issues
  • Basic network, telephony and application/software issues
  • Account setups and shut-downs and other provisional (e.g., move/add/change) requests

 

CARE Teams

Our client-centric CARE Teams become intimately familiar with clients’ business needs, applications, personnel and processes. CARE Team members are tailored to the client’s customized solution and may include a Technical Account Manager, Systems and Network Engineer, Project Manager, Clinical and Financial Health Care Application Support, Service Desk Team and/or Client Services.

Result: Improved communication, faster and more accurate responses, increased technology uptime, and more customized and innovative IT solutions = more time to care for patients and residents.


Service Desk Checklist
Does Your Service Desk Have These Essential Qualities? [Infographic] 

Are you and your service desk team prepared to handle anything? We've compiled effective tips to getting your Service Desk to exceed customer expectations.

 


10 Minutes On
5 Keys to a Help Desk that Quickly Gets Caregivers Back to Caring

Watch our webcast to learn 5 keys to a efficient and effective help desk, from our own Mario Cortez!

Get support that supplements your in-house team, or provides full-time, 24/7 response.

View Service Desk brochure