It’s More than Just Service: the IT Help Desk Is the ‘First Line of Defense’

The IT help desk plays an important role in healthcare security, as it is the first and often only point of contact for issues. Staff need quick, efficient resolution to problems to provide adequate care. The success of the service desk depends on training, resources and the ability to adapt to different operations. It’s critical that help desks are empowered with comprehensive, searchable knowledge to be as productive as possible. Furthermore, the help desk is not only about technology, but also about people, process and culture.