CareTech Solutions Invests $1.5 Million in Hospital IT Help Desk

TROY — CareTech Solutions, an IT and Web products and services provider for U.S. hospitals, Thursday unveiled its newly re-configured and remodeled Service Desk, an around-the-clock on-shore medical help desk that currently responds to nearly one million contacts a year from hospital users seeking IT support with clinical and business systems.

The $1.5 million investment enables additional growth and hiring for the Service Desk which is on track this year to experience 25 percent growth in revenue.

“The Service Desk is the fastest growing piece of our business, largely due to the recent explosion of electronic medical records and healthcare technologies,” said Jim Giordano, president and CEO, CareTech Solutions. “Service Desk is more than a call center, it’s a highly specialized technology support organization with analysts trained to quickly resolve doctors and clinicians’ IT issues so they can get back to what they do best, caring for patients.”

The Service Desk, based in Troy, was launched by CareTech Solutions in 1998 with less than 30 employees. In 2008, CareTech added a dedicated physician-only hotline, remote control tools, and a knowledge base that holds over eight thousand answers for all major clinical systems and business applications. Today, the Service Desk staff has grown to almost 160 employees, with more than 45 added this year.

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