CareTech Solutions “Service Desk” Equals Help Desk “Plus”
Healthcare IT Services Provider Launches Help Desk Support Offering to Hospitals in Search of Reliable System Availability and Performance
TROY, Mich., July 24, 2008 – CareTech Solutions, an information technology (IT) services provider for hospitals and health systems, announced that it would begin offering its Service Desk solution, an advanced option to the traditional help desk, as a stand-alone service to support the unique and specialized IT support needs of hospitals across the nation. CareTech has been providing increasingly sophisticated Service Desk solutions to its current healthcare clients for nearly ten years.
The 24x7x365 advanced Service Desk, staffed and operated out of CareTech’s Troy, Michigan headquarters, is an integral part of CareTech’s Resolution Center, which also provides integrated network operations services. CareTech’s Service Desk differs from traditional help desks in some very key ways. Its delivery model allows client hospitals to access scalable Service Desk solutions providing specialized services, world-class technology, and healthcare-savvy staff. Industry-certified professional support analysts are trained in the highly specialized clinical and business software applications running today’s hospitals. Analysts also deliver a superior level of customer service through their healthcare specific experience, typically resulting in a higher rate of first call resolution.
“As doctors and nurses well know, the critical nature of the healthcare environment can make the reliability of information systems potentially a matter of life and death,” said Karl Graham, CareTech’s Director of Support Services. “For healthcare providers, service desk capabilities must provide a level of support that significantly exceeds the expectations of a traditional help desk designed for the general business environment.”
The Service Desk staff also employs a framework of best-practices, as defined by the Information Technology Infrastructure Library (ITIL), and a single point-of-contact for all IT issues and requests. In some instances, this approach, along with a number of advanced technologies that allow analysts to proactively monitor client infrastructure and application performance, allows CareTech’s Service Desk staff to diagnose issues before they even result in the need for a call from the hospital.
“Helping to prevent unplanned system downtime and avoidance of repetitive user problems are conducive to a more stable hospital IT environment,” stated Diane Kleehammer, Director, IT Sales, New Business Development, CareTech Solutions. “CareTech’s Service Desk helps to ensure that the hospital’s support function is keeping pace with the organization’s ever-changing technology portfolio.”
About CareTech Solutions, Inc.
CareTech Solutions, Inc., an information technology services provider for hospitals and health systems, is committed to creating value for clients through customized, flexible solutions that contribute to improving patient care while lowering healthcare costs. From implementing emerging technologies to supporting day-to-day operations, CareTech offers clients expert services to satisfy the most demanding IT requirements.
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For more information please visit: www.caretechsolutions.com
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