We’re Ready to Deploy and Support Your IT Remotely Now
It’s time for “all hands on deck,” and CTG is here to help. We’ve mobilized quickly and are already helping several clients overcome challenges related to COVID-19, such as transitioning staff to remote work and accommodating a significant increase in help desk calls. Our volume has increased dramatically, but our teams have maintained the same quality of service, ensuring there is no interruption for our clients.
remote it Support offerings
No matter what challenge your organization is facing, CTG can help you ensure business continuity.
Help Desk (Tier 1/1.5)
Analysts provide “first-line-of-defense” incident and request resolution, improving first level resolution (FLR) and decreasing call abandonment and allowing you to focus senior analysts’ attention on critical projects.
Clinical Service Desk (Tier 1.5)
Our experts in leading EHR systems provide 24x7 single-point-of-contact support for your physician users. Our scalable, multi-level services integrate with your workflows and physician environment.
Application Management (Tier 2/3)
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.
Our team delivers a seamless patient user experience by providing a single point of contact for all patient support calls, with analysts knowledgeable in your organization’s EHR who actively monitor and address incidents, events, and user questions.
recent it support experience
It's more important than ever to have a partner who is ready to tackle any challenge to ensure you and your staff do not experience disruption. Our teams have provided clients with support in the following areas over the last few months.
Cross-Industry Support Tasks
Modifying print routing to add new locations and printers
Applying vendor code updates, testing, promoting to production
Tracking updates so that they may be reversed when no longer needed
Providing break/fix and other support assistance to free up client analysts to address these needs
Working with vendors to ensure staff has the equipment/service needed to work from home
Setting up networks and applications on non-standard devices available to staff at home
Installing and testing soft phone software
Imaging new laptops to enable remote work
Healthcare Support tasks
New location build for temporary COVID-19 beds facilities
Building new orders and updating order sets
Updating clinical documentation as needed for COVID-19 screening notes
Updating application security to allow nurses to float between facilities
Developing COVID-19 specific reports
Assisting physicians with telehealth setup
Setting up COVID-19-related scheduling, registration, and billing
Working with client networking, cabling, and engineering teams, providers, and staff to move unit out of hospital proper to lessen patient exposure to COVID-19
24x7 support for your most critical applications
By leveraging CTG's deep, cross-industry experience in providing remote IT solutions, our clients have recognized real business value, including: