Managed Service Desk
When it comes to system support, your users need fast access to knowledgeable resources that have deep understanding of the technology – and your business.
TWD delivers these vital resources to you as managed service desk solutions.
From traditional help desk support to troubleshooting to proactive monitoring, you can rely on our diverse team of qualified resources – including customer service and support specialists, software trainers, computer specialists, and engineers – to handle your users’ requests; and prioritize, address, and remediate their local or remote IT issues in order to sustain critical system uptime, security, performance, and user productivity.
Delivering Peace of Mind
Our 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 managed help desk solutions apart, and help you increase your efficiency, control costs, and add value to your business processes.
TWD managed service desk solutions are differentiated by:
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.
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, Apple MacBook). We assist users’ technical requests with personnel that have the required certifications and expertise to address those specific requests in order to provide the highest level of support to your business.
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.
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.
TWD technicians hold industry-recognized certifications and have several years of demonstrated experience utilizing managed service systems and tools to monitor, access, and remediate issues that threaten your productivity.
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).
TWD adds value to your problem management system by helping to determine root causes for common incidents and offering suggestions for improvement – including on-demand or customized training, FAQs, hardware/software needs, and/or the development of new IT policies. 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.
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.
TWD Managed Service Desk Solutions Include:
- IT Consultation and Desktop Support
- Employee On/Off Boarding
- Hardware Support Service
- Software Support Service
- Data Management
- Communications and Connectivity
- AV/Multi-Media Support
- Printer Service Management
- And more…
Proven User Support
TWD managed help desk support services work as an advocate for your users to provide vital, specialized technical user support. These services, when combined with our managed monitoring and systems maintenance services – deliver the resources and tools needed to sustain reliable system uptime, security, and user productivity.
TWD provides managed service desk support for customers across multiple industries and with a range of service-level requirements, including low- and zero-error tolerance environments. Our customers include the Naval Sea Systems Command (NAVSEA) for which we’ve delivered service desk support for nearly 20 years, as well as the US Department of Agriculture, Client Technology Services, and other executive-level agencies. TWD 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 functionality.