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IT Service Desk

Don’t let EHR and common technology issues overwhelm your service desk capacity. You need a service desk partner with the experience and understanding of how to best support a health system. Our U.S.-based IT service desk team of 200+ staff members are available 24x7x365 to provide support from our four state-of-the-art, geographically diverse, HIPAA-secure brick-and-mortar service centers equipped with redundant power and internet to eliminate outage risks. The service desk experts you’ll be working with have been trained to understand workflows and technologies and offer solutions specific to your challenges.

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Dedicated Client
Services Manager
Robust quality
and training teams
High first-call
resolution rate
Triage of
self-service tickets
Advanced
skills-based routing
Help Desk
Cost Assessment

Streamlined
Service Desk Support
for Reliable IT Operations

Support features you can expect include:

  • High first-call resolution
  • Fast speed-to-answer
  • Low abandonment rate
  • Industry leading customer satisfaction
  • ITIL-based support processes
  • Omnichannel end user support (phone, chat, text, email)
  • Ability to incorporate AI/ML
  • Delivery backed by Service Level Agreements (SLAs) that exceed industry standards
  • Advanced knowledge of application workflows
  • Robust daily and monthly reporting
man thinking

Responsive Support
for Timely Issue
Resolution

We designed our service desk from the ground up to deliver our clients with the best user experience in the industry. Our phone system is highly-available running active-active from multiple data centers. Your users can communicate with our service desk via multiple channels -> phone, chat, text, or email. Our expert agents receive custom developed for healthcare IT initial and ongoing training to ensure customer service excellence

24/7 IT Help Desk Availability
for Uninterrupted
Performance

You can trust requests from hospital staff and patients, such as password resets, session resets, software installations, and help with common IT problems will be fulfilled promptly and efficiently. The service desk is monitored 24x7x365 to ensure each support contact has the highest possible quality.

Comprehensive
IT Help Desk Services

Partnering with our IT service desk team often results in cost savings for your health system without sacrificing levels of service or end user satisfaction. We offer flexible pricing models, such as pay-per-use or fixed monthly fees, which can be more cost-effective compared to maintaining a fully dedicated internal IT service desk department.

Scalable IT Help Desk Solutions to Meet
Growing Support Needs

As an exclusive healthcare IT provider, we’re equipped to scale services based on your current and future needs. We quickly adapt to accommodate growth, changes in technology or fluctuations in IT support requirements. Whether you to expand IT services, integrate new systems or handle increased support volumes, our IT service desk support can offer the scalability and flexibility to meet your demands.

60,000
total contacts
90,000
supported users
(excluding patients)
< 36
seconds average
speed to answer
99%
customer
satisfaction
24x7x365
support
200+
service desk
agents
Explore our other Managed Services Solutions
Application Management
Our CHIME Award-winning Application Support team can alleviate the strain on your existing IT staff while increasing efficiency by assuming the responsibility for support tasks.
Technical Managed Services
HCTec offers you the resources of an enterprise-level healthcare IT department at a fraction of the cost, ensuring that your systems always operate at peak performance.
Clinical Service Desk
Our clinical service desk provides support for EHR-related inquiries for your staff.
Patient Portal Service Desk
This is your ideal solution for helping patients with tech issues. HCTec’s patient portal support uses U.S.-based centers will remove the stress of walking patients through their tech issues with your patient-facing platforms.
Additional Solutions
IT STAFFING SOLUTIONS

We can deliver short or long-term client project support needs, like EHR implementations and upgrades, training and Go-Lives. Our expertise also includes full-time staffing needs, with direct hire capabilities that address the burden of candidate screening through our deep database of professionals with specialized healthcare IT skills and experience.

EXPLORE OUR IT STAFFING SOLUTIONS
Professional Services

Our clients can choose to source the entire delivery of IT projects to HCTec. When additional resources are needed, we provide our clients with experienced, industry-leading professional services. Our areas of professional services expertise include EHR optimization, legacy EHR support, technology and infrastructure deployments, training and at-the-elbow go-live support. This includes extensive experience with systems such as Epic, Cerner, McKesson, Meditech, Allscripts, NextGen, GE and more.

LEARN MORE ABOUT OUR IT PROFESSIONAL SERVICES
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