Healthcare and Life Sciences

Application and Service Desk Solutions

Application Management, IT Help Desk, Clinical Service Desk, and Patient Portal Solutions to Maintain, Manage, and Support Critical Applications and IT Services

Your healthcare IT (HIT) organization's Application Management, IT Help Desk, Clinical Service Desk, and Patient Portal support teams are your "first line of defense." They should ensure availability 24x7 to keep end users at maximum effectiveness. 

Process breakdowns, user frustration, and productivity challenges are all barriers that can affect an HIT organization's ability to focus valuable resources on tasks that provide strategic value, as well as those that maintain the advantage your teams are in place to deliver.

Realizing Real Business Value

More than 180 Application and Service Desk clients have recognized real business value, including:

  • Decrease Cost
    Reduced Costs
  • Analytics
    Process and Technology Efficiencies
  • Management
    Effective Workforce Management
  • Performance
    Scalable Capacity

Reach out to learn how we can help.

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Application and Service Desk Offerings

Designed to maximize the value, efficiency, and cost effectiveness of application management, CTG’s Application and Service Desk solutions include a portfolio services tailored to your organization’s unique needs:

  • Assessment/Envisioning

    Assessment and Roadmap

    CTG delivers a complete Report of Findings and Performance Improvement Roadmap to address operational processes and system optimization, identifying opportunities to improve your support model.

  • Experienced analysts provide improved “first-line-of-defense” incident and request resolution, improving first level resolution (FLR) and decreasing call abandonment. With CTG’s >90% FLR rates, you can focus senior analysts’ attention on critical projects and optimization efforts.

  • Tier 2/3 support ensures 24x7 support for some, or all, of your application portfolio. Whether to optimize your application portfolio or focus on critical projects, our solutions scale to accommodate your critical priorities.

  • Clinical Service Desk Female

    Clinical Service Desk (Tier 1.5)

    Our experts in leading EHR systems provide 24x7 single-point-of-contact support for physician users. Our scalable, multi-level services integrate with your workflows and environment.

  • From build and optimization, to provider adoption, to telehealth integration and patient portal support via service desk, our end-to-end solutions help you keep up with the business and IT demands of an ever-growing community of patient portal users. 

Case Study

CTG helped implement Hospital for Special Surgery’s Service Desk for Epic MyChart, and our analysts provided first-level support of issues, documented each issue in the ticketing system, and adhered to agreed-upon workflows for issue escalation between support desks, all on a 24x7 basis. As a result, more than 97% of incidents were resolved on the first call, calls were answered in an average of 23 seconds, and resolution of in-scope issues exceeded 99%—all leading to increased patient portal adoption.

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A Help Desk that Resolves More Than Tickets

Comprehensive 24x7 support for all Tier 1 and clinical application-related questions, incidents, and requests.

Designed to minimize disruption, maximize productivity, and further encourage clinician EHR adoption, CTG has provided support services to clients who have recognized real business value and results, including:

  • Cut or contain costs

  • Resolve issues at the first level to avoid escalation to more expensive resources

  • Free up limited physical workspace, hardware, and supplies

  • Significantly reduce the cost of hiring and retaining resources

  • Improved clinician user satisfaction

  • Improved team satisfaction

  • Achieve better implementation outcomes

  • Reporting and productivity analysis to ensure the best possible service is provided

Why CTG?

Reliability Matters:
Over 55 Years' Experience

Healthcare Expertise:
Over 35 Years' Experience and 700 Clients

Experienced Analysts:
Knowledge To Do The Job Right The First Time

Multiple Delivery Models:
Versatility to Support Each Clients' Unique Needs

Value-Added Services:
Real Value in Every Project

Specialized Resources:
Technical and Clinical

Let’s discuss

How CTG can help you achieve your desired business outcomes through digital transformation.

Send us a short message by completing the contact form and we’ll respond as soon as possible, or call us directly.

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