Information Technology Operations Support
Nurtured by an expanding and broad range of services we have offered, Highland provides extensive Operations Support, from the basic planning to cloud computing and operations center implementation and management. Currently, our staff manages cloud computing services, IT operations and ops centers for various federal agency offices, spanning internal server farms, email systems, workflow/collaborative management systems, internet servers, and more.
Helpdesk Operations
Highland has extensive experience in operating Helpdesks. For more than ten years we have operated the HelpDesk for the Department of Energy’s enterprise procurement systems. The call volume typically ranges from 1,500 to over 2,000 calls per month. Over 96% of calls are resolved in less than 15 minutes, and over 99% in less than 2 hours. Our HelpDesk support staff comprises experienced technicians with knowledge of all aspects of hardware and software support. We use a tiered approach to resolve issues; all calls are initially handled by Tier I HelpDesk staff, equipped with standard procedures. These standard procedures empower the first tier of the HelpDesk to immediately resolve issues for areas such as desktop software, basic hardware such as printers, scanners, and fax machines and network access on regular or recurring issues. Problems that require in-depth analysis are escalated to Tier II support for resolution by phone or user desk side support. Tier III support from systems administrator or developers may be called upon to assist in problem resolution should it necessitate systems engineering or design enhancements.
Training
Highland’s training staff has extensive experience in the development and delivery of customized and focused, high-value training programs for its customers. We determine course topics by conducting user surveys, analyzing such items as customer needs, HelpDesk calls, and analyzing the feedback forms that trainees submit after each training session. Highland has the capability to conduct training in one of four forums: classroom training, conference room/auditorium sessions, brown-bag sessions, or one-on-one training. Web-based or other forms of on-line training are also available.
