CASE STUDIES

Providing IT Help Desk Support for the Pennsylvania Office of Administration Department of Labor and Industry

Project at a Glance:

• Disaster Recovery Planning
• IT Help Desk
• Over 300 Applications Supported
• Help Desk Institute Certified Agents

THE NEED

The Commonwealth of Pennsylvania Office of Administration provides help desk services to over 8,000 users and business partners of the Department of Labor and Industry (L&I) across 135 sites in the state. In the fall of 2014, The Office of Administration was seeking an experienced partner to help them transition their existing operations and improve overall help desk performance and management.

THE SOLUTION

InspiriTec partnered with the Office of Administration to develop, design and implement an offsite help desk solution that launched in September 2014. Transition activities were closely tracked and monitored through all phases to ensure open communication with Commonwealth representatives and a seamless transition to the new help desk.

The help desk is responsible for receiving Tier I initial calls for all IT and voice-related problems within L&I and its business partners. Analysts use the Commonwealth’s ServiceNow ticketing system to record and track reported problems and issues until resolution, providing user support for Microsoft Office Suite and escalating problems where appropriate for functionality of the suite’s applications. InspiriTec’s help desk analysts also troubleshoot connectivity issues with the department. Project managers work with L&I to develop structured problem resolution scripts and procedures, which become part of a knowledge base of problem resolutions.

Help desk agents complete the Help Desk Institute Customer Service Representative certification and the help desk operates in accordance with IT Infrastructure Library (ITIL ) methodologies, while providing “Best Practice” recommendations and/or assistance for the resolution of issues.