Resource Prioritization
Service Desk Support


Little issues were causing huge problems at Union Hospital. The Maryland non-profit community hospital was quickly losing time with patients, building frustration among staff and running its technology team ragged. Attempts to outsource their Tier I support to a cookie-cutter company were deemed ineffective; Service desk calls were often dropped or escalated back to the hospital IT staff simply because the Tier I technician on the phone failed to properly troubleshoot the problem. Consequently, the hospital’s internal IT department was continuously spread thin by calls for simple fixes, which led to larger projects being neglected.

In looking for a solution, Walker heard about SecureNetMD, LLC.

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