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Whether it be advice on installing a new program or a solution to a software glitch, Information Systems Help Desk contributes to hospital wide efficiency and improvement in a big way, in only a short amount of time. On average, the “Help Desk,” which is really a 24-hour call center staffed by15 employees during peak hours, handles between 650 to 700 calls each day. As the volume of calls and issues continually increases, the Help Desk team strives to improve its service. Achieving a high level of performance has been on the top of Help Desk Team Manager Carlo Severo’s agenda since he began his position last August. Through the diligence of Severo and his 24-member team, service has improved consistently over time. The Help Desk can be reached by dialing ext. 2-5927.
Here’s a snapshot of the nature of service provided to BWH alone.
The Help Desk’s track record is equally impressive on the Partners-wide level as well. For example: