Woodlands Dental — Helpdesk & operational support

Challenge

Woodlands Dental struggled with frequent user-facing IT issues that distracted staff from patient care. The internal team was small and reactive; ticket backlogs grew and repeated device/configuration issues consumed hours each week. The goal was to reduce helpdesk load, improve first-time fix rates, and provide predictable, same-day support for clinical staff.

Solution

HiveTech deployed a blended managed service: a responsive helpdesk for everyday issues, proactive patching and monitoring to prevent common failures, and a small onsite rotation for complex diagnostics. We standardized endpoint images, applied Intune policies for configuration drift, and created runbooks for common clinical device setups. Knowledge transfer and clear communication protocols ensured the dental clinic staff received fast, understandable support.

Results

• Helpdesk ticket backlog reduced by 70% within three months.
• Same-day resolution rate improved to 85% for clinical users.
• Standardized device images cut onboarding time for new workstations by 60%.
• Fewer interruptions allowed staff to focus on patient care, improving operational efficiency.

Tools & software used

• Microsoft Intune (device management)
• ConnectWise ScreenConnect (remote support)
• Veeam for backups of critical on-prem systems
• CrowdStrike (endpoint protection)