External Infrastructure Management

Our healthcare experience enables us to understand your business and the importance of effective communication with all your stakeholders.

Think Tank is a recognized leader in performance-based, customer-focused Help Desk/Call Center Management. Our healthcare experience enables us to understand your business and the importance of effective communication with all your stakeholders.  From members and beneficiaries of health plans to providers and other customers, we fully appreciate that all communication is an opportunity to fulfill your mission, to build your customer relationships and ensure long-term success.  We specialize in the inculcation of Help Desk Institute (HDI)-quality customer service and ISO 20000/ITIL v3 best practices. We bring unique experience with help desk consolidation and upgrading existing Help Desks and call centers to ISO certification.  All of our Help Desk/Call Center Specialists possess both HDI and ITIL certification. Think Tank provides a full range of Help Desk/Call Center Services, including:

  • Help Desk/Call Center Staffing
  • ACD/Help Desk Ticketing System Implementation and Management
  • Tier 1-3 Desktop Services
  • Development and implementation of mission-focused Service Level Agreements (SLAs), Performance Metrics and Operational processes and Procedures