Help Desk Staffing Services

 

Base One provides all help desk services using proven call management processes and procedures including full application, hardware, and software support, troubleshooting, and one-on-one user training. Help desk support includes software, hardware, and printer support; install, move, add, change requests; and maintenance services.

 

Our best practices approach includes providing a single point of contact for each customer; maintaining previously received customer or equipment information available to Help Desk staff; maintaining problem resolution responsibility end-to-end via the trouble ticket process; integrating Help Desk support with other desktop management functions for proactive support; and providing preemptive information about the system to users. Key points concerning our approach are trouble ticket information is accessible on the Web, keeping customers informed on ticket status and an automatic escalation policy is initiated if issues are not resolved in a timely manner.

 

Key Clients benefiting From Our Help Desk Staffing Expertise:

BASE ONE CERTIFICATIONS

Base One is NO longer an 
8(a), or HubZone certified company. 

Base One is a Small Business
and a 
Women Owned Small Disadvantaged Business

  • Base One previously held certifications by the SBA. Please disregard any references to Base One being currently certified as an 8(a) or HubZone firm by the SBA.

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We use a 3-tiered approach. Tier 1 "owns" the user's call from initiation to final resolution, with the help desk analyst notifying the user when the problem has been resolved and confirming user satisfaction with the result. The Help Desk supports requests through interactive communication with the user to determine the symptoms of the issue and if it can be resolved quickly during the call. If additional support is required, the Tier 1 analyst escalates the problem to a Tier 2 support analyst. Tier 2 personnel keep Tier 1 personnel apprised of the problem status and the actions being taken to resolve it to update the trouble ticket. If the Tier 1 or 2 support staffs cannot resolve a problem, the problem will be referred to the senior technical lead or a vendor specialist for resolution. The Help Desk will still track the ticket until the problem is satisfactorily resolved. If the problem is not resolved by Tier 3 support, it will be escalated to our service delivery manager for resolution.

 

We use information gathered from the Help Desk problem resolution database to identify agency-specific common problem areas, such as software functions or particular types of hardware. Helpful hints will be derived from frequently asked questions (FAQs) by end-users and posted on the agency's website. We review trouble tickets daily to ensure consistency of reporting and rapid identification of common problems. We will also review trouble tickets weekly to identify "Top 5" service issues for input into our productivity improvement process. Finally, we will review trouble tickets monthly to facilitate preparation of the agency monthly performance and status report.