Help Desk & Call Center Services

Help Desk Service Delivery
The GMSI Customer Service Solutions methodology provides processes for managing the delivery of IT customer support. Customer service includes management of trouble tickets, work orders, and user-generated change requests, as well as providing proactive outreach to anticipate user needs. Trouble ticket and work order-based service begins with the end user’s initial call to the Customer Service Solutions Center. It is complete when the issue has been routed to and fully resolved by the appropriate IT support team and the resolution has been properly documented. Analysis is performed on the activities to identify any trends and provide insight for the creation of user-support materials, provide proactive maintenance, and help identify user-training needs. The Customer Service Solutions Center interfaces with both change management and configuration management; therefore, reference to these pertinent directives is advantageous. A high-level illustr! ation of the Customer Service Solutions process is provided below.

Customer Service Solutions Process

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