Tier 2 Epic Service Desk Support
Our unique solution and dedicated Epic agents allowed our client to effectively manage Tier 2 user support, which allowed their teams to focus on more application support tickets.
Business Challenge
Amid the pandemic, our integrated healthcare client was faced with fluctuating daily user demand after their Epic Go-Live. They needed a more sustainable approach to take care of end users with minimal wait times. Specifically, they needed help with:
- Unlocking AD accounts
- Removing EMP blocks/changing passwords
- Printer mapping
- Using remote applications/Support Environment in Epic (SUP) to train the user on Epic-related issues and workflows
The client was searching for additional help desk agents to serve as dedicated resources to certain Epic users. The agents would field calls and triage Tier 2 tickets, which required calling back most users to obtain more information or advise users for issue resolution.
Solution
Experis Health provided two fully dedicated experienced Epic resources to assist with this effort. Using the ServiceNow ticketing system, the team operated an omnichannel service desk focused on:
- First call resolution
- Ticket triage
- Routing tickets to the appropriate queue type
Agents gathered and provided specific details about the Epic applications:
- Workflow
- Optimization
- Break-Fix
- Security Access
This enabled the Epic Analysts to expedite issue resolution rather than calling end users to obtain additional information.
Results
Our team effectively completed:
- Ticket intake
- Ticket triaging
- Ticket routing
- First call resolution
Our dedicated agents provided Tier 2 support, triaging an average of 60-80 new tickets per day, meeting all client SLA requirements, and achieving their goal of creating a sustainable approach to taking care of end users with minimal wait times.