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
REDESIGNING PROCESSES
We rearchitect your applications and infrastructure support processes using ITIL framework to create greater efficiency and quality through process and Service Management principles.
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.
STANDARDIZE AND SIMPLIFY IT PROCESSES
We help you achieve greater uniformity across the IT environment to simplify support and drive efficiency.
DEPLOY AUTOMATION AND ENHANCE SELF SERVICE
We help reduce the cost of IT support tasks through automation and enhancing the self-service portal.
Technical Service Desk
Agents available whenever you need support, using the most convenient channel, and scaling to meet your business’s demands.
By filtering all items through the IT Service Desk, the ability to see trends and shift from reactive to proactive resolution.
Service built upon how best to serve your customers. VIP, Physician, and other role-based workflows can be executed to maximize customer satisfaction.
Focus in process, knowledge and technology improvements to realize better business outcomes over time.
Clinical Service Desk
Focus on clinician satisfaction through increased First Contact Resolution through speedy, sensitive responsiveness.
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.
Maximizing resolvability while understanding critical business services with timely resolution and accurate escalation, if needed.
Focus in process knowledge and technology improvements to realize better business outcomes over time.