Service Desk

Our Service Desk solutions provide technical and clinical support to create an exceptional end-user experience. We meet your performance metrics while delivering a variable, optimized cost structure.

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Our Approach

In an IT-centric world, providing end users with exceptional, cost-effective support strengthens productivity, increases application use, and enhances the overall IT experience. GuideIT services desk solutions, which encompass technical and clinical support, enables you to create an exceptional end user experience and gain accountability to meeting performance metrics while achieving a variable optimized cost structure.

Operations Methodology

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We rearchitect your applications and infrastructure support processes using ITIL framework to create greater efficiency and quality through process and Service Management principles.

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Tier Support

We realign your infrastructure and applications support into a three-tier model, which moves higher-volume, simpler tasks to lower cost Level 1.5 and Level 2 support, while reserving complex tasks for the higher compensation Level 3 support team.

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Standardize & Simplify IT Processes

We help you achieve greater uniformity across the IT environment to simplify support and drive efficiency.

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Deploy Automation & Enhance Self-Service

We help reduce the cost of IT support tasks through automation and enhancing the self-service portal.

Technical Service Desk

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High Availability

Agents available whenever you need support, using the most convenient channel, and scaling to meet your business’s demands.

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Improved Visibility Across All of IT

By filtering all items through the IT Service Desk, the ability to see trends and shift from reactive to proactive resolution.

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Customer Centricity

Service built upon how best to serve your customers. VIP, Physician, and other role-based workflows can be executed to maximize customer satisfaction.

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Continual Service Improvements

Focus in process, knowledge and technology improvements to realize better business outcomes over time.

Clinical Service Desk

Expansion of Clinical Support

Focus on clinician satisfaction through increased First Contact Resolution through speedy, sensitive responsiveness.

Improved Focus on Patient Care

By filtering all Clinical items through the CSD, the ability to see trends and shift from reactive to proactive resolution by providing enhanced triage and knowledge share with “at the elbow” support.

Effectiveness & Efficiency

Maximizing resolvability while understanding critical business services with timely resolution and accurate escalation, if needed.

Continual Service Improvements

Focus in process knowledge and technology improvements to realize better business outcomes over time.

Case Snapshots

National Retailer Deploys Covid Contact Tracing with GuideIT

As Coronavirus began spreading in the US, a nationwide retailer was facing issues with handling the growing number of Covid positive team members at each of their stores. With the sudden onset of the virus, it became difficult to manage each employee's time off, store cleanings, and the CDC reporting requirements. GuideIT implemented a Covid response process to help manage the growing number of cases while preserving the safety of the employees and customers at all retail locations. Covid positive team members as well as all close contacts are identified and interacted with regularly throughout their quarantine. GuideIT acts as the liaison between the employee and the benefits department, to assist the employee with their leave of absence pay. GuideIt also initiates the store cleaning protocols to shut down the store when needed and dispatch the cleaning vendor to the correct store. CDC reporting requirements are then handled appropriately based on federal and state guidelines. The nationwide retailer was able to continue focusing on their customers and day to day operations, knowing they could trust GuideIT to manage their Covid Response needs quickly and safely.