IT Infrastructure & Service Desk
Our Enterprise Service Desk is a key component for Business IT, playing a critical role in ensuring reliability, availability, and continuity of IT services. Our Service Desk operations are delivered through a consistent set of tools and processes providing efficient and cost effective IT Services to our customers, rather than just logging and resolving end-user issues.
We define IT Infrastructure and service desk as a single point of contact for all IT-related issues for its clients. Our capabilities, geographic spread, a thorough understanding of the IT Infrastructure technologies enable us to provide you with quick turnaround solutions from concept to service delivery.
With our state-of-the-art IT Infrastructure and Helpdesk Centers, we can positively influence user-experience by being the single point of contact across the organization for all IT-related issues, and functions as an IT Infrastructure Enterprise and service desk support organization.
Our IT Service Desk and integrated infrastructure and application operations support team acts as one single entity instead of silos. This provides a single handle, in terms of control, to our customers and leads to significant cost-savings. We have a diverse experience in transitioning customers from different helpdesks to a centralized service desk which also leads to standardization across enterprise operations.
We leverage industry best practices and domain experience in bringing cost advantages and process efficiency using the following technologies and approach
For a Federal Civilian Agency, we support over 30,000 end-users, over 7,000 assets, and multiple applications to include mission-critical procurement and financial applications used to maintain health and fight fires. We exceeded agency set SLAs, include ticket resolution timeframe with a threshold goal of 97%, key deliverables delivered on time with a 99% threshold goal, and repeat incidents not to exceed 1% of the total tickets. On Average, we manage over 1000 tickets per month to include desktop support, asset management, and application O&M spanning all tiers.
For a Public Housing Authority, we are maintaining and providing ongoing IT Infrastructure support for their enterprise data center that includes both Storage Area Networking (SAN) and Backup/Recovery, SAN provisioning of storage resources including storage mirroring, SAN provisioning of fabric resources including cabling and zoning, and identification and resolution of the SAN storage and fabric. We have certified Storage Professionals (SNIA) providing System Administration (Windows, UNIX, or Mainframe), performing SAN or Backup/Recovery, design, implementation of server, storage, and virtualization solutions, providing O&M support by developing and maintaining adequate storage documentation.