info@stoltenberg.com
(412) 854-5688
Services

Help Desk

Stoltenberg's Help Desk Service Line provides Tier 1 and optional Tier 2 and Tier 3 support for clients. With the capability to shadow an end user, our IT hospital help desk service team has the ability to provide one-on-one support supplementing client training for proper application use, while resolving 75% or more of Tier 1 first call issues.

Through our monitoring services for interfaces, job scheduler, error queues and more, we are consistently able to initiate a vendor support ticket or escalation to Tier 2 resources prior to the client or end users experiencing any related issues.



Help Desk Delivers

  • 24 x 7 x 365 Support

  • 75% Tier 1 First Call Resolution

  • 3% or Less Abandoned Call Rate

  • Deep Training & Knowledge in Contracted Systems

  • Ability To Shadow User Allowing One-on-One User Training & Faster Issue Resolution

  • Monitoring Services For Interfaces, Job Scheduler, Job Queues & More

  • System Specific Training & Support

  • Optional Full Application Portfolio Support

  • Optional Tier 2 & Tier 3 Support

  • Daily, Weekly & Quarterly Management Reports

  • Customer Satisfaction Survey

  • Guarantee Against Off Shoring Help Desk Calls

Have you ever had a need for a concierge help desk or hotline? This approach can be used for needs such as rolling out CPOE to your physician user group or for specific applications such as Radiology and PACS. Contact Stoltenberg to see how easily we can set up our concierge service for you.


"We use Stoltenberg Consulting's help desk, and that has worked out really well. I don't have the staffing I need to support the things that Stoltenberg Consulting does for me. They act as my interface analyst and report writer, and they fill many other roles. They are flexible and responsive, and they give us everything that we need."


- Director/Physician, September 2016
Collected regarding Partial IT Outsourcing
© KLAS Enterprises, LLC. All rights reserved.
www.KLASresearch.com

"Stoltenberg Consulting runs our remote help desk that is our first call. It works well. Stoltenberg Consulting will continue that work even after we change systems. They are in the process of being trained on the system we are switching to. We will have to see how well they do through the transition."


- Executive, May 2016
Collected regarding Partial IT Outsourcing
© KLAS Enterprises, LLC. All rights reserved.
www.KLASresearch.com

Copyright © Stoltenberg Consulting, Inc
5815 Library Road,
Bethel Park, PA 15102
(412) 854-5688