Service Desk

The Service Desk is the first interaction an end user has when they need help. Phacil’s Service Desk philosophy produces positive, productive interactions, limiting the impact to an end user’s business objectives. Our approach to service operations coupled with our management methodology has enabled highly responsive and effective response times for our end-users. Leveraging ITIL v3-based best practices paired with lessons learned, we optimize resolution of Incidents, Events, Problems, and Requests across Tiers 0-3 Service Desk operations.

Phacils Service Desk_Operations

Strategies such as providing a Single Point of Contact (SPOC) solution for managing communications between their user base and their services drive greater customer satisfaction in getting a resolution to a problem. Clearly defining multi-tiered support escalation procedures provide rapid resolution. Our front line support develops and maintains Knowledge Articles and enhances knowledge database maintenance, adding to the reliability of our Service Desk operations. Our management method involves tracking, analyzing, and assimilating metrics to minimize response and resolution times. Maintaining visibility through ticket management tools, including Remedy, Footprints, and ServiceNow, provides end-to-end visibility and drives continuous improvement by facilitating metrics tracking to exceed customer SLAs. 

Phacil provides world class Service Desk Support Services. Among our successes, Phacil has served the following agencies:

United States Department of Agriculture (USDA)
Phacil’s work at the USDA received a CMMI appraisal at Level 3 for SVC. By improving USDA’s Knowledge Management Database (KMDB), we reduced tickets escalated to Tier III by 75%. For our use of ITILv3 best practices, Phacil achieved an initial ISO 20000 certification for service management in 2012, and we passed a recertification audit in 2015.

Department of Homeland Security (DHS)
At DHS Immigration and Customs Enforcement (ICE), Phacil’s Service Desk supports over 28,000 users across 600 global locations. Our three Very Good CPARs illustrate our strength in managing large-scale, mission-critical Service Desk operations while maintaining an “exceptional [customer satisfaction] rating of 4.86 out of 5.0.”

United States Treasury
Phacil implemented a SPOC Service Desk solution to support the Office of the Comptroller of the Currency’s (OCC’s) 5,200 users and manage 75,600 tickets annually. Our approach increased OCC Customer Satisfaction Survey results by 1 points, more than doubling the OCC goal of 5 points. In the first year, we drove down the OCC Service Desk call abandon rate from 11.12% to 1.6%, and in the first month assuming management of the BankNet Service Desk, we decreased the call abandon rate from 67% to 1%.

Missile Defense Agency
Our Tier 0 services at MDA reduced the open ticket average by 87% and drove down mean time to resolve by 97%. In our 2015 CPAR, the Contracting Officer said that we “met and exceeded contractual requirements to the government’s benefit… by Phacil’s continuous improvement program identifying opportunities for reaching ever-higher levels of quality and the best-known methods are institutionalized in their procedures.”

 

 

Specific Service Desk Services We Offer:

• Service Life Cycle Management
• 7X24 Contact/Call Center
• ITIL Based Service Delivery Methodology
• Tier I, Tier II Support Services
• SLA Delivery & Management
• ACD/IVR Operations & Maintenance
• Asset Management
• Incident Management
• Problem Management
• Knowledge Base Management
• Service Documentation, Policies & Procedures
• Service Quality/Customer Satisfaction Management
• Change Management
• Ticketing Systems Support and Maintenance
• Server/Desktop Update Services
• System / Server Administration
• Systems & Security Monitoring
• Exchange Email Support & Maintenance
• Mobile Communication Support Services
• Active Directory Architecture & Operations
• Network & Security Operations Services
• Telework/Virtual Desktop Support
• COOP/Disaster Recovery Services
• IT Training Services