Enterprise Information Technology Helpdesk at West Point
United States Military Academy at West Point
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 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).
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.