Support & Helpdesk
Digital Healthcare's aim is to provide its customers with the products they need
to meet their patient, clinical, business and financial management requirements.
Digital Healthcare also aims to provide its customers with all the support and advice
they need to ensure they get the best results out of those products for their organisation.
HELPDESK
Digital Healthcare operates a well staffed, experienced and technically proficient
helpdesk department that acts as a single point of contact for all incidents and
is responsible for supporting all Sub-Systems. The Help Desk will provide support
between the hours of 08.30am and 5.30pm Monday - Friday.
INCIDENT MANAGEMENT
When each call is logged, a summary and full descriptive text will be captured within
the Digital Healthcare ITIL compliant Incident Tracking System. At the time of logging
the call, the incident is assigned an Impact Code agreed with the user submitting
the query. Every incident is also allocated a unique reference number that can be
used at any time, including for the review of closed, historical calls. The Help
Desk at all times attempts to resolve the incident at the time it is reported. If
it is not possible to resolve the incident on the first call it is assigned and
escalated for resolution. Each incident is tracked and progressed by the Help Desk
until resolution.
MANAGEMENT REPORTING
Digital Healthcare provides its customers monthly reports about the number of help
desk calls, the types of calls, how the calls were resolved, and the length of time
to resolve the issue. Digital Healthcare also looks to participate in regular review
meetings to identify areas for training, and where applicable to improve the quality
of support provided.
For more information on Digital Healthcare's Support & Helpdesk Services please
contact:
info@digital-healthcare.com