BH Technologies™ Case Study
End-to-End IT Service Desk and Desktop Support Service
Challenge
A Fortune 10 healthcare provider required a scalable, high-touch IT support solution to manage desktop support, device upgrades and help desk operations across multiple locations. The organization faced challenges in identifying reliable IT service partners capable of providing:
- Comprehensive hands-on IT support to maintain thousands of end-user systems annually.
- A structured approach to technology lifecycle management, including Windows 10 upgrades, PC refreshes and ongoing device maintenance.
- Seamless service desk operations, ensuring efficient ticket resolution and white-glove support for critical IT issues.
Solution
To ensure enterprise-wide IT support excellence, we deployed a managed services model designed to optimize IT efficiency, enhance service delivery and improve end-user experiences:
- End-to-End IT Service Desk & Desktop Support – Our teams provided on-premises support across multiple sites, delivering technical troubleshooting, device provisioning and hands-on hardware/software upgrades to ensure seamless IT operations.
- Enterprise Device Lifecycle Management – Executed a structured IT refresh program, upgrading Windows 10 devices, optimizing desktop performance and maintaining compliance with enterprise security standards.
- Help Desk Performance & Rapid Issue Resolution – Delivered proactive service desk management, handling high volumes of IT support tickets weekly, ensuring fast and effective incident response, troubleshooting and resolution.
- Ongoing IT Infrastructure Optimization – Worked closely with IT leadership to refine service delivery models, enhance IT governance and continuously improve operational workflows.
Results & Business Impact
- Scalable IT Support Framework – Enabled a seamless technology experience for thousands of employees annually, ensuring high availability and performance across desktop environments.
- Enhanced Service Desk Efficiency – Established a proactive, high-performing support model, significantly improving ticket resolution times, user satisfaction and IT operational agility.
- Enterprise Technology Enablement – Developed a repeatable, enterprise-wide IT support strategy, ensuring continuous innovation and future-ready IT infrastructure management.
- Long-Term Strategic Partnership – Recognized as a Tier One IT Services Partner, continuing to provide best-in-class technology support and infrastructure solutions.
