CareTech Solutions 'Service Desk' Equals Help Desk 'Plus'

Friday, July 25, 2008 General News
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TROY, Mich., July 24 CareTech Solutions, an informationtechnology (IT) services provider for hospitals and health systems, announcedthat it would begin offering its Service Desk solution, an advanced option tothe traditional help desk, as a stand-alone service to support the unique andspecialized IT support needs of hospitals across the nation. CareTech has beenproviding increasingly sophisticated Service Desk solutions to its currenthealthcare clients for nearly ten years.

The 24x7x365 advanced Service Desk, staffed and operated out of CareTech'sTroy, Michigan headquarters, is an integral part of CareTech's ResolutionCenter, which also provides integrated network operations services. CareTech'sService Desk differs from traditional help desks in some very key ways. Itsdelivery model allows client hospitals to access scalable Service Desksolutions providing specialized services, world-class technology, andhealthcare-savvy staff. Industry-certified professional support analysts aretrained in the highly specialized clinical and business software applicationsrunning today's hospitals. Analysts also deliver a superior level of customerservice through their healthcare specific experience, typically resulting in ahigher rate of first call resolution.

"As doctors and nurses well know, the critical nature of the healthcareenvironment can make the reliability of information systems potentially amatter of life and death," said Karl Graham, CareTech's Director of SupportServices. "For healthcare providers, service desk capabilities must provide alevel of support that significantly exceeds the expectations of a traditionalhelp desk designed for the general business environment."

The Service Desk staff also employs a framework of best-practices, asdefined by the Information Technology Infrastructure Library (ITIL), and asingle point-of-contact for all IT issues and requests. In some instances,this approach, along with a number of advanced technologies that allowanalysts to proactively monitor client infrastructure and applicationperformance, allows CareTech's Service Desk staff to diagnose issues beforethey even result in the need for a call from the hospital.

"Helping to prevent unplanned system downtime and avoidance of repetitiveuser problems are conducive to a more stable hospital IT environment," statedDiane Kleehammer, Director, IT Sales, New Business Development, CareTechSolutions. "CareTech's Service Desk helps to ensure that the hospital'ssupport function is keeping pace with the organization's ever-changingtechnology portfolio."

About CareTech Solutions, Inc.

CareTech Solutions, Inc., an information technology services provider forhospitals and health systems, is committed to creating value for clientsthrough customized, flexible solutions that contribute to improving patientcare while lowering healthcare costs. From implementing emerging technologiesto supporting day-to-day operations, CareTech offers clients expert servicesto satisfy the most demanding IT requirements.

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For more information please visit:

SOURCE CareTech Solutions, Inc.

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