Service Desk

 

 

We customize 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.



Does Your Service Desk Have These Essential Qualities? 

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.

 



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