Help Desk Services

IST can operate and maintain Level 1, 2 and 3 full-service Help Desk/Hotlines and provide 24×7 support for any agency of the U. S. Federal Government. Our Help Desk technicians are certified and trained to provide technical and management solutions and single-point of contact for solving problems or dispatching appropriate technical specialists for problem diagnosis and resolution. We use the latest enterprise management software tools such as Remedy, HEAT, TrackIT, and CA Unicenter to provide call tracking and reporting.

IST’s scope of Help Desk services include the following:

• User Account Creation and Management
• Level 1, 2 and 3 Support Services
• 24 x 7 Help Desk Support
• Telephone Hotline Support
• Response to Problem Calls
• Dispatch of Technician to Resolve Problem or Perform Repair
• Ticket Tracking Using Software Management Tools
• Remote or PDA Support
• Test, Install, Upgrade Systems
• Testing and Evaluation
• Physical Reconfigurations and Modernization
• Warranty Service Support
• Compliance with Service Level Agreements (SLAs)
• On-Call Support

IST’s Help Desk Support staffing levels are based on fulfilling the need to address any issue that may arise from the client’s users.