ITSM / Help Desk

WAKE TSI believes that while on the surface their technology needs may appear similar, no two healthcare organizations have exactly the same needs. There are often unique circumstances and critical differences that define an organization’s true support requirements. Accordingly, we take a consultative approach to working with clients to understand and refine the best model to help guide their business and technology goals. With our decades of Healthcare IT experience, we can provide tremendous value to clients and help them achieve a wide spectrum of goals. In addition, we rely solely on our own staff of USA based employees to support our clients.

Consulting and Project Methodologies

Utilizing an ITSM approach, WAKE TSI strives to continually improve on client’s HIT challenges. Our team can drastically improve complex initiatives through focusing on workflows, processes, procedures, and the relationship between all components within the IT ecosystem. Our service management approach is customized to address the unique needs of each client.

Diagnose, Treat, Care Process

The IT challenges faced by Physician Practices, Critical Access Hospitals, and Small to Medium Sized HIT entities are often very different from those of IDNs. Our three-step technique intentionally mirrors that of the healthcare treatment process. Doing so, we are able to address past and current issues, prioritize problems and fix immediate issues, then provide the ongoing support the organization needs most.

Help Desk Solutions

Why WAKE TSI Help Desk?

  • USA based healthcare IT team to support your organization
  • Higher satisfaction ratings from the clinical staff
  • Better utilization of your existing IT staff
  • Increased availability of helpdesk support
  • Trend analysis and incident prioritization
  • Affordable, and valuable expert healthcare IT support

Physician Practices

  • Help desk support for your practice when you need it most
  • Customized support models
  • One call support for all help desk needs

Critical Access Hospitals

  • Cost conscious solutions to help existing IT team with coverage, including after-hours
  • Metrics based support planning for your organization
  • Complete outsource of help desk to free up IT resources for forward thinking tasks


  • Model to achieve IT standardization and simplicity
  • Prodigious economies of scale through consolidation and expert support
  • GPO capabilities with expert support and consultative delivery of technology


  • Cost conscious solutions to help existing IT team with coverage, including after-hours
  • Customized models that work with your organization’s structure
  • Complete outsource of help desk to free up IT resources for forward thinking tasks

Community Hospitals

  • Consultative approach to optimizing help desk support
  • Segmentation of current IT support creating a more effective customer service model
  • Customized support models including complete help desk management, gap coverage, and after hours
  • Ongoing training, support, and consulting based on organizational needs


  • Consultative approach to optimizing help desk
  • Integrate directly with existing help desk and communication systems
  • Achieve economies of scale by leveraging expert assistance

Help Desk Support Models

AUGMENTATION for peak periods of call volume across all shifts. This may also include increased phone support as needed for overloads that come with system upgrades and overhauls.

AFTER HOURS HELP DESK pay-as-you-go model for an affordable customer service solution. Integrating with your existing help desk to seamlessly provide after hours service when your organization needs it.

GAP COVERAGE to cover 2nd shift, 3rd shift, vacations, weekends and holidays.

COMPLETE HELP DESK MANAGEMENT to free up valuable IT technical resources for higher level tasks.

© WAKE Technology Services, Inc.