Clinical Service Desk Solution

*More Than 97% of all Incidents Resolved on First Call

Clinical Service Desk Solution

The Triple Aim of CTG's Clinical Service Desk Solution

Free up Analysts

Increase User Satisfaction

Cut Costs

Quick, accurate, and reliable issue resolution for clinical users is critical to your operation.

Prioritizing the need for rapid and reliable response leaves many IT organizations feeling they can never move past “putting out fires” to focus on strategic, future-making projects without impacting their most important clinical IT users.

CTG has a strong list of satisfied clients who have benefited from our Clinical Service Desk Solution and services.

CTG’s Clinical Service Desk Solution Can Help You Achieve More

Comprehensive 24x7 support for all EHR 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
  • Emphasis on reporting and productivity analysis to ensure the best possible service is provided

Client Story

Piedmont Health System Partners with CTG

"The benefit we receive from CTG is their ability to rapidly respond to customer demands and even improve our customer satisfaction."

— Geoff Brown, VP and CIO, Piedmont Health Systems

Our Services

Service desk

Clinical Service Desk

Highly skilled, application and vendor-specific analysts provide “first-line-of-defense” problem resolution and a single point-of-contact for all clinical calls to ensure a seamless provider experience.


Assessment and Roadmap

CTG’s Support Model Assessment provides a comprehensive review of your organization’s existing support model, or in the absence of a current help desk, defines your unique requirements.

Why CTG?

CTG provides more than just highly skilled and experienced support staff. We provide a comprehensive and customized solution, strong analysts, broad application expertise, delivery model flexibility, and highly valuable reporting to pinpoint and resolve recurring issues, provide strategic insight, and of course, ensure the highest quality is provided.

Case study

Case Study

*CTG Optimizes Hospital for Special Surgery Epic Service Desk, Resulting in Improved Patient Portal Experience

“CTG’s support of the MyHSS Service Desk helped us meet our ultimate goal of providing patients with a better overall portal experience. Their support and commitment to excellence and to our success was evident from the first day of the engagement. We continue to be impressed by the high-resolution rate, over 99% of in-scope issues.”

— Karen Cohen, Assistant Vice President, Department of Information Technology, Hospital for Special Surgery (HSS)

Case study

Case Study

Inova Health System Relies on CTG for Epic Clinical Service Desk Solution

CTG’s Tier 1 Clinical Service Desk team has helped overcome multiple challenges related to call response time/abandonment rate, issue resolution, knowledge capture, and documentation standardization for Inova Health System.

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© 2018 Computer Task Group, Inc. All rights reserved.