Need Help Desk or IT Service Desk support? IntePros Federal has the answer. We have extensive experience in problem management and resolution, specializing in resolving the root cause of incidents in a timely fashion and minimizing the adverse impact of incidents and problems on business. Our service management program is based on the fundamental processes found in the ITIL® and ITSM® frameworks. Our staff responds timely, professionally, and accurately at all time and without exception. Our customers are kept aware of current status throughout the problem resolution process and we analyze for trends across the program and take corrective action to resolve issue at the root level.
Because of continually evolving IT technologies, we maintain a Service Desk Proficiency Training Plan for all Help Desk tiers that document all training (planned and completed), certifications, qualifications, and knowledge of enterprise IT capabilities. We can provide continuously manned IT service desk at your primary site or alternate sites as dictated by mission requirements. Furthermore, we can provide walk-in support as well as responding to telephone, web-based online messages, e-mails or user submitted trouble ticket notifications. In addition, when needed, we can develop help desk standard operating procedures and provide service desk support tasks to include, but not be limited to, the following:
- Monitor service delivery and service support to ensure timely IT support services to the entire user community regardless of location
- Maintain escalation procedures for resolving IT issues at the appropriate level of experience (i.e., Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution
- Prompt and professional response to user requests and resolution of trouble tickets
- Provide real-time trouble ticket status
- 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 users
- Ensure all technicians receive initial training within 48 hours of arrival on policies/procedures. Quarterly refresher/continuing education for addressing IT changes shall be provided
- Provide a temporary check out service of Government laptops for personnel
- Provide Tier 1 support for Voice over IP (VoIP) and Video Teleconferencing (VTC) user needs
- Maintain 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
IntePros also understands that executive staff sometimes require special handling. We provide executive-level IT support to directly support your senior personnel and their staff. These services ensure maximum IT capability and reliability for the Chairman, Vice-Chairman, Assistant Chairman, Directors and Vice Directors, or other Senior management, and the offices/personnel that directly support them. We can provide executive-level support at various locations including in-office or Government and private quarters, when needed.
Sample Experience
Department of Homeland Security
As a team member supporting aggressively fast-paced government programs, IntePros supported the DHS information system infrastructures including supervising all operations personnel assigned to the Data Center, responsiblility for 24/7 monitoring and Tier 1 trouble resolution for all managed systems, operating an 18×5 Help Desk supporting end users and 2nd Tier customer support desks, and supervising a staff of approximately 30 personnel.
Department of Defense Joint Staff, Office of the CIO
IntePros operates a 24×7 Help Desk supporting the Joint Staff Information Network enclaves, comprising state-of-the-art infr-structures that support cross-domain (network security administration), client-server, thin-client, external access, remote access, service oriented architecture based applications, collaboration tools, web portal, organizational messaging, and audio/visual capabilities.