Managed IT Help Desk that Helps Improve Service and Satisfaction for Healthcare Providers

Struggling to deliver a positive IT Service Desk experience?

Health system IT teams face a daunting balancing act of keeping hold times and abandoned call rates low, while driving forward all the other technology needs from their facilities.

Hear our outsourced IT service desk model in action.

Quote Our partnership with CereCore has had a positive impact on our hospital support. Our work with your team to stand up a level 1 support desk for our National Group Hospitals has been highly successful. Some of the improvements we have seen include:
+ Significant reduction in time to answer calls
+ Substantial increase in first call resolution rates
+ Very positive feedback from our hospitals on the support they are receiving
+ Excellent 24/7/365 coverage
+ Great collaboration to constantly look for opportunities to create knowledge based articles to increase level 1 scope
Mark Edwards, PMP | VP IT Strategy & Portfolio Management, Surgery Partners

Help Desk Support That Provides You Flexibility

Let our experts serve as an extension of your hospital IT services and support your goals.

Gain Happier Healthcare Providers

With satisfaction scores that are off the charts, our service desk improves providers' perspectives of IT.

Our experience as clinicians and in-hospital technologists means we understand the pressures providers and staff face like no other. Our experienced service desk team can help you address the volume and scope your facilities need - quickly, accurately, and consistently. We identify recurring issues and ways to alleviate them. This improves user satisfaction and helps your staff focus on patient care.

Happy healthcare provider on a help desk call
Smiling woman sits at a desk with her laptop open

Empower Patient Portal Users

Improve the experience utilizing the Epic MyChart patient portal.

Replace stress with smiles for patients, front office staff and their physicians using Epic MyChart and other popular patient portals. Our team provides email, call-in and portal in-basket support that resolves common issues, such as attending telehealth appointments within the portal, at an average of 98% resolution on the first call.

Maximize & Extend Resources

See a difference in issue resolution and wait times in the first three months.

Our high retention rate and always-ready workforce means you don’t have to worry about staffing and training your help desk. We work as an extension of your organization, so you can focus your resources on more impactful projects.

Three help desk support team members at their stations
Smiling help desk personnel using her headset to make a call

Optimize Operations

Consistency that doesn’t require your constant attention.

Our price-per-incident model is centered on how well we resolve issues. This means higher first-call resolution and measurable value. Our detailed documentation and reports allow us to see what’s working and the opportunities for optimizing and continuously improving IT.

Patient-Critical Support At Scale

Health systems must provide clear answers to IT issues at scale. This includes outbound calls to escalate and resolve issues that impact the patient experience. The majority of our service desk management have in-hospital and clinical backgrounds - which gives us a unique capability to deliver consistent, clear, and patient-related support at scale.


Our Level 1 Team


> 100% HDI certified team

< 10% personnel turnover

24/7 remote-enabled workforce

Uses Knowledge Centered Support (KCS) Methodology

Majority of management with clinical and in-hospital experience

Expertise in multiple EHR platforms including Epic, MEDITECH, and Oracle Health (Cerner) 


Our impact


95% end-user satisfaction

Approx. 70% of incidents resolved at the first level

Nationally awarded for measurable achievements in customer and physician satisfaction



Discover Best Practices for Health IT Service Desks

The IT Service Desk often stands between a caregiver and their patient. Our ebook Diagnosing Your Health System’s Support Desk is full of strategies for using service-desk metrics to drive improvement. 

Turn Incoming Calls Into Greater Outcomes

We understand the urgency of resolving user incidents, the costs to the organization, and the impact to patient care. Rely on us to help you achieve the best possible outcomes.

Smiling support team resolving an incident request