Help Desk and End-User Technical Support

The industry best practices state that a well-managed environment can reduce total cost of ownership by as much as 25% to 30%.

SID recognizes the cost benefits of implementing best-practice standards for the IT help desk and associated service management processes.

SID supported many help desks nationwide serving more than 150,000 federal and commercial end users for many agencies and commercial large organizations including:

	DOL
	NOAA
	USGS
	Lockheed Martin
	Nike
	Association of Sales and Marketing

SID implements and deploys the equipment and software help desk and enterprise management tools, including Remedy, HEAT, and others. We routinely track such relevant metrics as number of users, calls/month, customer satisfaction, call wait time, and resolution time.  Our ITIL (Information Technology Infrastructure Library) certified engineers apply the latest management tools to provide reliable and secure operations per client-specified Service Level Agreements (SLAs).