Enterprise Information Technology Helpdesk at West Point

United States Military Academy at West Point

The Challenge

The United States Military Academy (USMA) at West Point requires Enterprise Information Technology Helpdesk support for its Managed Service Provider (MSP) to augment the on-premise support bridge to provide a more robust, agile, and responsive IT Support Bridge.

Chenega Solution

Chenega Systems (CS) develops, operates, and sustains a Tier 0 and Tier 1 Helpdesk ticketing system for the Academy’s Cadets and Staff. The system provides multi-channel communication options for users to submit a ticket such as voice, e-mail, chat, video, text, and mobile app. Users are able to see wait times for all contact methods after submitting a ticket and receive a notification once it is escalated to USMA staff for next tier support. The system provides knowledge articles, tracks, and displays system outages, and produces quality metrics to display key performance indicators (KPIs).

The Results

Chenega provides USMA with 24x7x365 support and implemented an incident management process, technology, and staff; providing training to the USMA IT support bridge on-premise staff; implementing a knowledge-based capability populated with custom content; implementing each capability of the support desk mobile application, email, web form, chat, and phone number to contact support bridge; and providing sustainment and operations and maintenance (O&M) of the helpdesk ticketing system.


United States Military Academy At West Point

The U.S. Military Academy at West Point’s mission is “to educate, train, and inspire the Corps of Cadets so that each graduate is a commissioned leader of character committed to the values of Duty, Honor, Country and prepared for a career of professional excellence and service to the Nation as an officer in the United States Army.”