Help desk for hospitals, where a fault cannot wait
A down medical records system or a failed device in intensive care is not an ordinary request. TixDesk identifies critical faults and escalates them around the clock, links devices to their history, and runs inside the hospital environment with controls that protect data.
Support in hospitals
Hospital staff work in shifts around the clock and depend on systems and devices that cannot wait. Faults often reach IT and biomedical teams by phone, with no clear priority order.
TixDesk sets priority by department and patient impact, escalates critical faults immediately, records every fault on the device, and gives management a view of technical readiness per department.
Challenges and what TixDesk changes
Typical request types
Example categories, priorities and teams we configure during rollout.
| Request | Category | Usual priority | Team |
|---|---|---|---|
| Medical records system down | Clinical systems › Outage | Critical | Systems |
| ICU device failure | Medical devices | Critical | Biomedical |
| Lab label printer | Hardware › Printers | High | Field support |
| Access for a new physician | Access | High | Systems |
| Clinic display | Hardware | Medium | Field support |
Scenarios
Approval steps are highlighted.
- Department reportPhone or portal
- Critical prioritySMS to on-call
- Notify duty managerHierarchical escalation
- RestoreNotify departments
- ReviewOpen a problem
- Scan the QR labelDepartment and asset prefilled
- Biomedical teamBy device type
- VendorIf under warranty
- Repair and recordOn the device history
Most relevant modules
24/7 SLAs
For critical faults.
Escalation
To on-call and managers.
Asset management
Devices and departments.
Incident management
Major incidents.
Security
Data protection.
Hosting
On-premise.
Questions from hospitals
Does it manage medical devices too?
Yes, as assets linked to departments and fault tickets, alongside IT equipment.
Can it run on hospital servers?
Yes, via on-premise installation.
How are night reports handled?
With on-call rotas, automatic escalation and SMS to the on-call engineer.
Does it integrate with hospital systems?
Depending on the interfaces those systems provide; assessed during implementation.
Technical readiness for every department
Faults ranked by their impact on patients.
- Priorities by department
- On-call and escalation
- Runs inside your hospital