Healthcare IT

Our client is a Healthcare based MSP and aims to  remotely support including Service Desk, Knowledge Base, Hardware and Software Asset Management, Asset Auto Discovery and Change Management modules.

Challenge for client - High labour cost has to be reduced. Post studying their setup we offered our services for

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Technical Service Desk

• UK based 24x365 Technical Service Desk

• Customer calls logged via telephone, email or web portal

• Trained/Experienced/Qualified Technical Service Desk

• Focused on using customer tools to ensure service integration to their own Customer contact centers  

• Varying levels of Service support hours (up to 24x7x365)

• Highly committed and secure remote support tools for remote resolution within framed SLAs

• Continuous improvement programme in place

• ITIL v3 Standards compliant with 40% reduction in timelines

• Targeted incident prioritisation based on business needs

• 98% customer satisfaction

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Network Monitoring

• Remote NOC enabled services for infrastructure and networks 

• NOC interface with department assets to provide remote health of assets

• Troubleshooting areas where required

• Proven NOC process with optimised triage process for incident resolution

• Remote management capability for scheduled and ad hoc maintenance

• Central management console for response and resolution within SLAs

• Managed capacity planning service to audit customer’s IT environment

• Single management console to identify, manage and track IP-enabled devices

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IT Security Management

• Data Security & information management for healthcare, insurance and other regulated domains

• Keeping Data secure is the key following ISO 27001 Standards.

• Expert Professionals were engaged to protect assets of the Organisation.

• Monitor & manage Organizations back at all times.