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We all agree that information is
critical to today's federal and commercial
organizations. Information may travel over complex
networks stretching around the globe - as voice,
data or video from thousands of sources - or
contained in vast databases. Wherever the
information exists, it must arrive intact, often at
real-time speeds, when you need it, and in a form
that you can easily use. Assuring that the systems
supporting this information transfer work is why
your organization may depend on a CSC help
desk. We can answer routine user questions or help
to troubleshoot system problems. CSC
ensures access to critical information when error is
not an option. We understand that your enterprise,
and sometimes domains within your enterprise, will
define the support services needed to sustain and
manage your office automation resources. We can
provide a single point of contact for all users,
resolving questions immediately and contacting
technical personnel to provide onsite services when
needed. We can staff a help desk with a specific
skill set to support complex systems, or we can
provide help desks which utilize commercial products
to track calls and responses.
No matter how efficient a network is, we know
that there will always be problems with performance.
Sometimes, problems stem from user learning curves,
sometimes from a power outage. In any case, CSC support services will help your enterprise face
the challenges inevitable in a complex IT
environment.
For more information, please
contact
Kumait Jawdat,
Business Development.
What We Offer ||
Success Stories
Support Desk Staffing
An experienced and well-trained staff are key to
effective use of the systems and tools which
comprise a help desk. We can provide the support you
need 7 days a week, 24 hours a day - or only after
normal business hours - and support personnel with
the skills you need - whether with standard
applications used by your business or with systems
designed for you.
Call Receipt and Problem Referral
CSC’s experienced support staff knows
when and how to refer a problem for further
technical support. Even if you need someone at your
site to troubleshoot the problem - we’ll make sure
your problem is quickly resolved.
Problem Resolution
Calls are logged as received and may be further
classified by type (specific application), based on
the caller’s description. We track the status of
each call throughout its "life" so we can determine
how effectively your call was handled. We prepare
periodic reports, analyzing the number of calls
handled, resolution timeframe, as well as system
availability.
Escalation Procedures
If a problem is not resolved within the required
timeframe, it will be escalated according to
customer requirements; we will ensure that CSC senior management is aware of the escalation.
Where system availability is critical, we ensure
that technical personnel are on-call as needed to
resolve potential problems.
To make the skies safer and help civilian pilots
comply with air safety regulations, the Federal
Aviation Administration tapped CSC to create
the Direct User Access Terminal Service (DUATS).
This open system gives pilots timely weather data,
files and validates flights plans, and provides an
automated flights planner system. For DUATS, CSC's help desk serves as a single point-of-contact
for multiple problems. In this scenario, CSC
receives calls from pilots and helps to diagnose
problems, whether software or hardware based. Our
help desk personnel receive training specific to the DUATS services, so they are able to quickly and
efficiently resolve a range of user problems.
And - we even use our Network Management
Operations Center (NMOC) to help ourselves. Our NMOC
fields calls from CSC employees in diverse
locations, answering questions about desktop
configurations, application functionality, and
network problems.
For the
Joint Chiefs of Staff, we provide onsite support
at the Pentagon for over 1,500 users. Our help desk
is staffed with trained personnel who are able to
respond to routine and complex inquiries about
application functionality. As needed,
a member of our user support team visits the user’s
office to resolve problems. |
