TWD Services
Services

User Support

When it comes to IT infrastructure support, your users need fast access to knowledgeable resources that have deep understanding of the technology – and your business. From traditional help desk support to troubleshooting to proactive monitoring, TWD’s experienced staff takes on the role of customer/user advocate, and is committed to delivering cost-effective support that ensures your ongoing system uptime, security, performance – and user productivity.

TWD user support services include:

Desk-side Support Services

Troubleshooting and repair

  • Hardware
  • Operating systems
  • Software applications

Network

  • Connectivity
  • File and print issues

Help Desk/Support Center

  • Centralized phone and email contact
  • 24/7 on-call support
  • Remote phone support and incident assistance
  • Customized communications plans and services
  • Self-help services (FAQs)

Delivering Peace of Mind

TWD’s proud reputation for quality design and system implementation and excellent customer service extends to our user support services. Many factors, including our well-disciplined workflows, automated process tools, and industry best practices – including Information Technology Infrastructure Library (ITIL) and Lean Six Sigma – set our IT infrastructure support services apart, and help you increase your efficiency, control costs, and add value to your business processes. TWD differentiates our user support services as follows:

Customized Support

We recognize that each business is different. As your business partner, TWD adapts to your unique business needs. With each user support call, we build on an advanced knowledge base – a valuable resource for continuous learning and reference for issues that are common – and specific – to your business and system configuration.

Service Model

The TWD service desk model gives your users a single point of contact for resolving local or remote technical issues (e.g., network) and application support (e.g., Microsoft Office, Microsoft Windows OS) while assisting technical requests with personnel that have the required certifications and expertise to provide the highest level of support to your business.

24/7 Coverage

System issues or downtime can bring your productivity and revenues to a halt. As a business partner, TWD understands the need for user support for your business processes – day or night. TWD offers coverage for a broad variety of technical, applications, and business support functions by highly trained professionals 24 hours a day, seven days a week.

Best Practices

TWD applies ITIL-based best practices to our multi-level service desk model for IT Infrastructure support. ITIL-based best practices are a framework for the efficient and financially responsible use of IT resources. This framework has been in use for many years by organizations that provide service to customers around the world.

Skilled Staff

TWD technicians are experienced in numerous integrated service management applications used to help manage the business value of IT Infrastructures, including Remedy, SysAid, Open Source, Tivoli, and Maximo. TWD trains and retrains all of our service desk agents on customer service and technical skills to strive for resolution on the first call.

Fast Resolution and SLAs

We define clear and consistent escalation procedures that maximize first-call resolution by providing initial assessment of all incidents and escalating to second-level support when required, as agreed upon in our service-level agreements (SLAs).

Proactive Support

TWD adds value to your problem management system by helping to determine root causes for common incidents and offering suggestions for improvement (including FAQs, on-demand or customized training, hardware/software needs, and/or the development of new IT policy). Our regular reporting keeps you well informed of your overall system performance and pinpoints situations that may limit your business growth. If you request, we can perform a business case analysis (BCA) using Lean Six Sigma methodology to help you improve your business processes.

Customer Satisfaction

Your satisfaction with our services is very important to us. Following every user support call, we send a survey to the person that was served. Survey data is used to generate statistical reports to stakeholders at no additional cost. This process helps to verify our performance, and identify if any corrective action is required. You also have access to your survey raw data (transparency) for your own statistical verification.

Proven User Support

TWD has provided ongoing help desk support for the Naval Sea Systems Command (NAVSEA) Program Executive Offices since 1993. TWD also was instrumental in establishing the Department of Homeland Security’s IT infrastructure and, in conjunction, providing user support efforts to aid that agency’s users in all aspects of help desk functions. Our user support efforts extend to many other TWD clients within the federal and Department of Defense sectors.