CASE STUDIES

Designing an IT Help Desk for the Pennsylvania State Police

Project at a Glance:

• 24×7 support
• IT Help Desk
• Help Desk Institute Certified Agents
• IT Infrastructure Library methodologies

THE NEED

The Pennsylvania State Police (PSP) force is on call every minute of every day. So in November 2012 when it needed contact center support for its IT Help Desk, the department needed to know that the center would be staffed 24/7/365. It also needed a partner that could serve as the single point of contact for a wide variety of software applications. Added to the customer service needs was a complex IT infrastructure that needed to be set up before the support center opened

THE SOLUTION

InspiriTec first tackled the PSP’s technical challenges by designing and building out a brand new 2,400 square-foot facility in Wyomissing, PA. The 24/7 facility included all system security infrastructure, a backup generator, data/telecomm systems and connectivity as well as all cubicle, office and training space.

InspiriTec staffed the contact center with a high number of persons with disabilities with the necessary background, certifications and aptitude for the IT Help Desk function. The staffing process included a three-week training program to ensure that personnel were properly prepared to handle the 100 different applications in use by the PSP. The training program concluded with Help Desk Institute Customer Service Representative certification training and testing.

InspiriTec worked with the PSP to develop clear escalation procedures for calls and provide both Tier 1 and Tier 2 support. The contact center meets all SLA requirements, including maintaining an 80 percent average speed of answer within the first 60 seconds.