IT Service Management Help Desk Support

Project Description

A major City desired a high-quality, dependable IT Services firm with expertise and experience in providing Information Technology Infrastructure Services (“IT Services”) for the following:

• Data Center Services
• End-User Computing Services (includes End-user hardware/software deployment, maintenance, and management)
• Data Network Services (including on-going infrastructure upgrades and deployment)
• Help Desk Services
• Cross-Functional Services
• Special Projects

Project Goals

• Continuously improve the quality of IT Services
• Reduce or manage the growth in costs for providing IT services
• Develop agreements that support the major City’s future information technology needs
• Provides flexibility in the provision of IT Services
• Integrated continuous innovation
• Address cyber risk

Services Delivered

• Target market contract provides professional IT services to support the major City’s 37 operating Departments’ and approximately 32,000 employees’ use of technology in their daily business operations
• Contract delivers Service Level Agreement-based to support the major City:
  • Help Desk Services: 24x7x365 service desk to handle issues with minimal disruption to the major City’s business

Project Results

In the first 100 days, SDI:

• Simplified the 4-DATA IVR greeting and phone design at go-live ​
• Identified aging tickets dating back to 2016. Closed over 4000 tickets​
• Improved the process for ARF (Access Request Form) requests​
• Enhanced the technical process on how the Help Desk handles password resets​
• Collaborated with the major City’s Public Safety IT Help Desk to have them set up a hunt group on their phone system. This distributes phone calls from a single phone number to a group of several phone lines or groups of call agents. Previously, this was a manual process with alternate phone numbers to warm transfer a call. ​
• Implemented a “3 Attempts to Contact caller.” This process addresses unresponsive end-users and aging tickets. ​
• Validated and added dozens of Knowledgebase articles and made them available to support staff