See also: Microsoft Windows 2000 Implementation

Helpdesk & Break Fix Supplementation

Industry: Healthcare Organization
Revenue: $200 million +

Business Strategy
Our Healthcare client is a combination of 8 hospitals regionally. Because of the regional differences in management and technical compatibility, the client was interested in a solution to minimize their overall downtime for end-users. The following goals were:
1) Develop a Helpdesk division under the guidance of single management and to supplement the current staff.
2) Centralize the current Helpdesk team to handle all IT related calls for the entire organization.
3) Strengthen overall company-wide compatibility within corporate and regional locations.
4) Deploy a Break Fix Team to handle all hands-on network related problems on a corporate level.

Project Analysis
To accomplish this task, Technical Solutions Group analyzed the client’s specific needs and deployed a team of highly skilled professionals including 10-15 Helpdesk Administrators and 7 Break Fix Technicians.

Led by a Project Manager, the Helpdesk team answered and ticketed calls efficiently with minimal down time for the end user. Incomplete tickets were then passed on to the Break-Fix Technicians to complete any hands-on required solutions. This team worked together to Break Fix individual workstations including PC’s, laptops, scanners, printers, telephones and other peripherals.

Additionally at the client’s convenience, Technical Solutions Group’s team of professionals tailored their work schedules to that of the client’s and end-users work day to minimize downtime.

Overall Benefit
Technical Solutions Group team of professionals has seamlessly driven this engagement both on time and under budget and minimized individual end-user downtime by 30%.