Information Technology

Banner



Home > Solutions > Information Technology

 

Information Technology

EXCEED has an extensive history of success in providing managed Tiers 0, 1, 2 and 3 Information Technology Service/Help Desk solutions and support services.

Our demonstrated experience, management approach, and technical capability enable EXCEED to design and implement Service/Help Desk solutions that provide maximum value to our customers.  We specialize in large geographically dispersed Service/Help Desks, supporting user bases and multiple proprietary systems requiring critical mission support. We base our methodologies and solutions on proven guidelines and policies to create, support and maintain a standard that is considered “Best in Class” by the Help Desk Institute (HDI) and incorporate enterprise-class best practices derived from the Information Technology Infrastructure Library (ITIL). Our Service/Help Desks are built on extensive performance metric collection and KPI monitoring, supporting our Service Level Agreement (SLA) and customer satisfaction (CSAT) performance that are among the very best in the industry.

 

Our IT Help Desk professionals have earned a variety of certifications including:

  • Project Management Professional (PMP) Certification
  • ITIL Foundation for IT Service Management Certification
  • HD Institute (HDI) Professional
  • HDI Certified Instructor
  • HDI HD Manager
  • HDI HD Team Lead
  • HDI HD Analyst

 

  • HDI Customer Support Specialist
  • STI HD Manager
  • STI Knowledge Manager
  • STI HD Professional
  • A+
  • Microsoft

 

With an emphasis on customer service, our Help Desk Technicians are proficient in today’s COTS software and hardware, consistently delivering first contact resolution rates for multiple clients in excess of 95%. We also provide expert support for unique customer systems, line-of-business applications, and functional/mission areas with a defined process in place for our employees to learn application/mission-specific functionality and document technical solutions via our Knowledge Management process for swift and consistent resolutions. We focus on people – our customers and our employees. In support of our clients, EXCEED adapts industry standard procedures and technical solutions to best meet the government’s Consolidated HD requirements.

Our IT Help Desks have proven processes and procedures for tracking metrics for our services such as:

  • Total Calls Received Total Calls Answered
  • Call Abandon Rate Average Time to Answer
    Global
  • First Level Resolution Rate Ratio Completed/Opened
  • Average Length of Call Support Tickets Opened and Completed
  • Customer Satisfaction Survey Returns
  • Customer Satisfaction Survey Scores, Individual Questions and Index
  • Top 10 Category/Item Affected Percentage of Tickets Re-opened

Our services in Help Desk facilities for Tier 1 support include:

  • Turnkey, Scalable, Fully Secure Facilities CONUS and OCONUS
  • Existing Technical Infrastructure
  • Service Level Agreement Management
  • Web Based Call Ticketing System
  • Skill Based Call Routing
  • A Fully Implemented Disaster Recovery and
    Continuity of Operations Plan
  • Extensive Pool of Trained Resources
  • Customized Help Desk Training Programs
  • User Technical Training

Features of EXCEED’s Help Desk Facilities:

  • Fully Secured and Scalable Facilities, Cleared by
    Federal Government customers
  • Over 20,000 sq. ft. Space Occupied
  • Over 20,000 sq. ft. Additional Space Ready and
    Available to Address Surge Requirements
  • Operational 24X7X365
  • State of the Art Telecommunications Infrastructure,
    Multiple redundant power and Connectivity
  • Multiple Hosted Ticketing Systems
  • Secure System Access and Secure Remote Access