How Help Desk Support Gives Health-Care Providers More Time to Focus on Care

Case Study

Executive Overview


  • Ensure helpful, efficient IT support during an internal transition
  • Users require fast, effective support in high-stakes situations


  • Responsive customer service
  • Industry experience and a strong knowledge base
  • A more efficient process for escalations


  • Answer rates <1 minute, 24 hours a day
  • Customer satisfaction rates above 90%
  • Abandoned call rates less than 5%

At a 414-bed acute care community teaching hospital, time is a precious resource. Providers are challenged to provide the best care to patients as quickly as possible, all while managing costs.

Even under the best of circumstances, this can be a challenging goal. But when technical problems arise, they can lead to delayed care, negative outcomes, and an overall loss of efficiency.

As the hospital began a series of transitions to help reduce their expenses, they realized the potential disruption some of these changes could hold. That’s when they turned to help desk outsourcing from Global Help Desk Services (GHDSi) to support them successfully through an internal transition.

Business Challenge

As a teaching hospital, our client had two separate campuses providing inpatient and outpatient services. They were also part of a regional healthcare network, and it was this larger organization that made the decision to transition all help desk services in-house.

In practice, this transition was easier said than done. What made it so difficult was that the healthcare network was facing a serious risk that any lapse in help desk support could make it harder for providers to care for their patients and lead to negative outcomes.

Complicating matters was that most providers had a very nontechnical background. When a provider experienced a problem, they might not know how to explain it to help desk support.

When someone giving direct care to a patient has an IT issue, they need it fixed quickly,” said the hospital’s vice president of IT customer support services. It’s important to have someone knowledgeable on the other end of the call to help facilitate the diagnosis and resolution of the issue."

Making the transition to a new in-house support team meant risking a knowledge gap as new agents were trained up on systems and processes. In the high-stakes world of a hospital, those gaps could come at the expense of a patient. The healthcare network needed a way to ensure providers would receive the help they needed right away, even while a new in-house team was being assembled.

That’s when they turned to GHDSi.


GHDSi had served as the teaching hospital’s help desk for years. Stepping up to serve as the help desk during the healthcare network’s transition would require scaling up three key factors of support.

Responsive Customer Service

When a healthcare provider takes time to call a help desk, that’s time they’re not spending with patients. Not only is this stressful for the provider, but it can also be potentially dangerous for patients. GHDSi took that seriously and delivered compassionate, proactive support services to immediately relieve user anxiety and resolve technical problems.

Strong Knowledge Base

GHDSi has years of experience in healthcare settings. That enabled its staff to leverage the information the healthcare network provided to quickly and accurately identify technical issues and guide troubleshooting conversations. Having a strong knowledge base also reduced the likelihood of escalating problems to Tier 2 staff prematurely.

More Efficient Escalations

When escalations were necessary, GHDSi made sure the healthcare network’s Tier 2 staff were fully prepared. That’s because GHDSi agents made it a point to ask the right questions and understand the problem facing a user. These escalation processes further helped to improve efficiency and help desk customer satisfaction.


Throughout the transition period, GHDSi was able to deliver excellent service to providers in need of help desk support. Service metrics included:



According to the hospital’s site CIO, GHDSi has done a tremendous job all around. “They understand the way healthcare organizations work,” she says. “They’re very open and transparent, and they’re very proactive with their communication. They’re always at the table with us, and they’re always looking for ways to improve their service for us.”

Because of this outstanding performance, the hospital is currently exploring ways to continue to partner with GHDSi despite the network’s transition to in-house services. As the site CIO explains, “We want to make sure that we’re connecting and that folks in our local community are being provided with a good partnership with their healthcare organizations.”


“I  would recommend Global Help Desk because they’re willing to listen to the needs of each customer. They’re very flexible in how they do the work, and they show commitment to always improving.”

- VP IT Customer Support Services, Community Teaching Hospital


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