Help Desk Services

GWA provides Program Management and Help Desk Support which consists of Technical Assistance, Inventory Support, Hardware and Software Support, Training, and Administrative Functions. Currently, GWA is providing a one-stop service for all problems related to computer usage for upward of 7000 users.

GWA’s help desk model is based on proven best practices that capitalize on a single point of contact (POC) solution, which performscomprehensive trouble ticket management and tracking. This centralized approach to help desk management takes full advantage of our team’s combined economies of scale, personnel resources, and technology infrastructure; offering cost savings and service efficiencies. GWA provides self service support as well as Tiers 1-3 Help Desk Support. GWA provides the following services:

Software support consists of support for commercial off-the-shelf (COTS) software, custom applications, Windows XP operating system, and any major software application rollouts. We load specific data for users through the database, reset accounts and passwords, and database extracts.

Hardware support consists of determining warranty status. In warranty will result in arranging on-site or depot repair. Out of warranty or not covered by the warranty the equipment gets shipped to us for repair. Additional support consists of salvaging, rebuilding, repairing or replacing faulty equipment with the vendors.

Telecommunications support consists of supporting users using dial-up or high speed internet access. Any software or hardware issues in connecting to email, client-server software and Internet and Intranet applications. We support frame relay circuits, CSU/DSU, switches, hubs, routers, cellular modems, satellite modems, blackberry’s, and wireless networks.

Loaner pool. Computers and peripherals are kept in stock to support loaner equipment.

Federal / State stock. In those instances when we receive equipment for repair that is out-of warranty, we will attempt to provide the user a comparable replacement, therefore minimizing
downtime.

Re-deployment stock and Excess computers. All equipment received for return is evaluated to determine if it is functional, serviceable with parts on hand, a reasonable source for replacement parts, or is unserviceable and needs to be “excessed” (disposed of). For equipment that is in proper working order or can be repaired, a determination is made as to whether it is a model that can be used in the field. If the item can be returned to service, it will undergo a thorough cleaning, be reconfigured with current software standards, and be staged for redeployment. If it is out-dated or beyond repair, it undergoes the process to be “excessed” or donated.

Average Volume We Handle

• Phone calls: averaging 300 a day to 500 during peak times.
• Voice mail: 10 per day
• Email: 20 per day
• Shipping: 15 inbound per day (which could include parts, notebooks, printers

The GWA team holds Help Desk Institute (HDI) Manager and IT Infrastructure Library (ITIL) certifications, and are trained and do follow HDI “best practices.” Following the HDI best practices GWA meets Service Level requirements, manage daily activities, generate and analyze help desk service metrics, monitoring performance and achieving customer satisfaction.