Shift the workload and responsibility of frontline end user support to CareTech.

When your healthcare professionals look to spend more time caring for patients, providing them with the necessary technical support and service levels becomes a priority. Yet, hiring necessary talent in-house drives up cost. We can help.

Field Support Services

A superior end user support - when, where, and how your users need it.

Our Field Support Services are based on our commitment to delivering exceptional healthcare IT services and support to our clients. With a deeper understanding of healthcare IT, our vastly skilled, and highly trained service experts become an extension of your IT department. You can now shift the challenging workload of end user support to us and free your resources for more strategic tasks while still providing superior end user support – when and where your users need it.

  • The scale and skilled experts you can trust
  • A technology experience your clinical staff will appreciate
  • Customized service levels
  • More time to focus on care delivery
  • Significant cost and efforts savings

Don’t just get the best support, but a lifelong partner for your technology needs.

CareTech’s Field Support Services provide high-value and quick resolutions to your diverse technical needs across your IT environment. Becoming an integrated part of your IT department, our certified field technicians identify, troubleshoot, document, resolve, or appropriately escalate your end user problem.

Leveraging a hybrid approach to on-site and dispatch support, we work at your site and provide customized care that works for your healthcare processes. Complementing your ITSM platform and integrating with your service desk support, our field service programs are based on industry best service-level agreements (SLAs) and IT Infrastructure Library (ITIL)-aligned methodologies.

Free up your team, yet provide expert support. See what we can do for you.

Do not place your IT support team under unrealistic pressure. Do not pay for bench warmers. Manage technical support the smart way with CareTech – the first choice partner for many healthcare systems across the U.S.

  • Field Support resources at established geographic locations
  • Dispatch technicians to unattended sites from the nearest staffed location
  • Scheduled rounding and proactive service support
  • “At the elbow” How-to training
  • Ongoing ticket analysis to optimize resource deployment
  • End to end ticket ownership
  • Field Support incident resolution/Service Desk closure
  • Added convenience service at high volume locations determined by CareTech and the client
  • Break/fix and preventative maintenance of client-owned and client-supported mobile devices (laptops, tablets, phones, etc.)
  • Range of delivery options:
    • Unscheduled
    • While-you-wait appointments
    • Loaners/next day service
  • Full lifecycle asset management
    • Receiving and staging
    • Deployment and IMACD
  • Real-time asset disposition
  • Integrated services view of assets
  • ITOM integration
  • Change management impact analysis
  • Automation/orchestration
  • Process and TCO optimization
  • Visible representatives of IT organization
  • Knowledgeable and personal engagement
  • Proactive and responsive support
  • Integrated Service Desk and Field Support

Let Service Desk and Field Support become the "eyes and ears" of your IT.

Service Desk and Field Support become the eyes and ears of your IT, particularly in critical system outages. They become a single point of focus to gather statuses and provide updates during a major incident, particularly in those command center situations. At CareTech, we ensure effective integration between Service Desk and Field Support while still focusing on delivering the best customer experience. Feel the synergy of Service Desk and end user support; know more about our end to end Service Desk capabilities.

The field support you need in the U.S. and across the globe

With our 22+ years of healthcare experience, specialized resources pool, and proven methodologies, we can augment your end user support capabilities in the U.S. and across the globe. Whether it is on-site field support, on-site walk-up support, or dispatched technical support, we got you covered.

Case Studies

Improving End User Experience with High-Value Field Support Services

CareTech helps a leading medical services provider to serve their end users faster.