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IT Service Desk

IntePros Federal has exceptional qualifications for Tier 1, 2, 33 IT Service Desk. IntePros maintains a Service Desk Proficiency Training Plan and Status Report for all tiers that documents all FTE training (planned and completed), certifications, qualifications, and knowledge of Joint Staff enterprise IT capabilities. IntePros provides a continuously manned IT service desk for our clients or an alternate site as dictated by mission requirements. IntePros Federal provides walk-in support as well as responding to telephone, Web-based online messages, emails, or user-submitted trouble ticket notifications. In addition, our team develops a help desk standard operating procedure and provides service desk support tasks to include, but is not limited to, the following:


  • Monitors service delivery and service support to ensure timely IT support services
  • Maintains escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2, or 3) and provides appropriate and timely notification to Government representatives for awareness and resolution
  • Maintains a current contact list for contacting key IT support personnel
  • Maintains the Very Important Person (VIP) list and ensures its currency and accuracy that it is updated in Remedy which facilitates prioritization of trouble tickets and provides automatic notification to designated personnel of the issue through the Remedy email broadcast capability
  • Answers and responds to calls from the TM, designated representative, and Government leadership for urgent requirements and priority support
  • Prompt and professional response to user requests and resolution of trouble tickets
  • Provides real-time trouble ticket status to our customers
  • Provides a daily summary (Monday through Friday) to designated Government representatives on the status of trouble tickets (includes Total Status, Open VIP tickets, tickets resolved, and unresolved tickets.
  • Provide useful metrics and supporting the creation of reports that track call data, incident management performance, and problem management performance
  • Utilize Tier 1, 2, 3-level qualified techs as required to provide one-on-one, desk-side help to Joint Staff users
  • Provides 24×7 Common Access Card (CAC) Personal Identification Number (PIN) reset capability
  • Provides a temporary check out service of Government laptops
  • Provides Tier 1 support for Voice over IP (VoIP) and Video Teleconferencing (VTC) user needs
  • Maintains an online, Web-based interface for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer-driven problem resolution

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