2. Agenda Overview of organization and it’s specialties What is the Help Desk? Attempt to solve communication problem Critical concerns Aspects affected Specific solutions Help Desk’s motivation
3. William Beaumont Army Medical Center (WBAMC) Main military hospital on Fort Bliss Over 7 other medical treatment facilities on Ft. Bliss Surge in soldier population New facilities under construction
4. Help Desk Services all facilities 2,000+ computers needing repair 7 local technicians 4 technicians for Fort Bliss, Biggs Air Field, White Sands Missile Range
5. Areas of Expertise Quick turnaround time Great customer service Knowledgeable staff
6. Work Load Handle majority of computer issues Hardware Medical Software Networking Hands on repair Phone calls 100+ calls daily Essentially an in-house call center Ability to connect remotely 50-60% of the time
7. Attempt #1 – San Antonio Enterprise Service Desk (ESD) Resolve Tier I (minor) issues Networking printers Email set up Program installation Eliminate local calls Problems forwarded to WBMAC if they can’t handle
8. Failed Attempt ESD outdated Knowledgebase (KB) never updated KB without guidelines More Tier I’s forwarded to WBMAC than needed Misdiagnosed tickets WBMAC and ESD not communicating
9. Critical Concern #1 Kiosk Workstation Logged in at all times Quick access to patient info. More efficient One login at at time Log in and out constantly Encryption software Several minutes Rebooting is basic troubleshooting Lack of education Waste time
10. Critical Concern #2Client Infrastructure Thin client workstation Opposite of conventional computers No internal storage Rely on network resources Several layers of work Delicate settings ESD tech isn’t familiar with Process takes several days
11. Ticket Time Normally took no longer than 72 hours Now can take over a week Customers are feeling the time lag Common nuisances not resolved at Tier I level
12. Recommendations 1st Solution Establish lead technicians at both locations They are primary points of contacts for emergency updates Establish regular communication between the two Phone Conference Email Video Conference Communicate updates, troubleshooting methods
13. Recommendations Establish visibility of San Antonio Knowledgebase (KB) Local side can make suggestions Easiest way to update Catch any errors Discuss how both deal with daily problems 2nd Solution
14. Benefits(of both solutions) Will establish open, honest communication Cost effective No longer wasting time on fixing errors No further resources needed Ticket turnaround will be positively affected Reducing false alarm/misdiagnosed tickets Removing erroneous information Best customer service possible
15. Striving for the Best Goal is not only to fix computers QUICKLY as possible Increase patient satisfaction Recover/forward medical history quickly Patient schedule on demand Increase medical personnel efficiency Physicians not bothered with broken computers Focus on the patient
16. Thank You William Beaumont Army Medical Center Help Desk All images courtesy of Getty Images
