The Client
The healthcare client needed a desktop support team to provide around-the-clock IT assistance for staff and equipment at their new, state-of-the-art medical laboratory. The organization sought a dedicated IT partner to provide continuous service to support its launch and daily operations.
"The proactive support and transparency CTG has provided have exceeded our expectations. Their team seamlessly integrated into our operations and has consistently delivered timely resolutions, enhancing the lab's efficiency. We're extremely pleased with the partnership and the quality-of-service CTG brings to the table."
- Director of IT
Challenge
The primary challenge involved delivering 24/7 technical support, ensuring rapid response times for hardware and software issues, and maintaining critical equipment uptime. The client needed a partner who could maintain strict service level agreements (SLAs) while building strong relationships with lab staff and integrating seamlessly into daily operations.
Solution
CTG was selected as the client's IT partner through a competitive RFP process to provide comprehensive desktop support services. CTG provided 24/7 onsite technical support, with a diverse team of experienced technicians (including military veterans) conducting daily rounds to maintain 475 user devices and performing quarterly maintenance on 175 label printers. This proactive approach ensured all equipment remained fully operational, minimizing downtime and improving overall efficiency.
- The team handled up to 100 incident request tickets monthly, including hardware malfunctions, software troubleshooting, and equipment relocations. They consistently met or exceeded the client's service level agreements (SLAs), achieving over 95% SLA compliance.
- Critical incidents were accepted within 10 minutes and resolved within 2 hours
- High-priority issues were resolved within 4 hours
- Medium and low-priority tickets were resolved within 24 hours, keeping operations running smoothly.
Additionally, CTG built strong relationships with the lab staff, often identifying and resolving issues before formal tickets were created. Transparency, timely reporting, and consistent SLA compliance fostered a close collaboration that fully integrated CTG's services into the client's IT operations. As a result, CTG's proactive and highly visible support, particularly within this high-profile lab, was recognized by the client's leadership as a key contributor to the lab's operational success.
Results