Help Desk Services

Centralized, Single-Point-of-Contact Help Desk Services

Managed Services - Help Desk ServicesHelp Desk Services are at the heart of Northrop Grumman’s 24 x 7 x 365 support model. Built on a high-availability platform with hot backup capabilities in the event of a major outage, our Help Desk delivers single-point-of-contact (SPOC) incident and request management services to authorized users.

Because of its central role in the Incident and Request Management processes and its participation in the other Service Support processes, the Help Desk is uniquely positioned to serve as the communications hub for authorized users and maintains end-to-end ownership of all Incidents, problems and service requests related to the services.

The Help Desk team helps ensure that contacts are properly categorized, prioritized and documented and that affected customer equipment is referenced. Analysts strive to resolve incidents and requests on the first contact, and where that is not possible, to quickly route the ticket to a 24x7 Level 2 or 3 support team. Even after assignment of a ticket, our Help Desk continues to monitor progress and perform escalation as required by SLAs or mutually agreed-upon support processes.

Help desk services include the following:

  • Open-to-close incident management
  • Multiple contact options: web portal, e-mail and dedicated toll free number directly to the help desk.
  • Initial confirmation response to customer requests
  • Fast response from our knowledgeable and professional staff
  • Dispatch services for field technicians
  • Incident escalation and coordination
  • Standard monthly reports include, for example: Avg Call Handling Time, Avg Speed to Answer, First Contact Resolution, Ticket Types, Severities and Locations.
  • Cross-functional process integration following the ITIL framework


There are many direct benefits to your organization when you use our Help Desk services:

  • Cost controlled business model with excellent customer satisfaction
  • Centralized, single-point-of-contact (SPOC) for all problems and service requests
  • Reduced end-user down time and site visits with high first call resolution (FCR)
  • Reduced enterprise support costs by shortening incident resolution time
  • Excellent customer satisfaction achieved by measuring, monitoring, and reporting

Contact Information

Michael Ashby
Program Manager
Office (512) 374-4124

Tyler Ellis
Contracts Administrator
Office (804) 516-9498

Austin Office
7745 Chevy Chase, Bldg 5 Suite 100
Austin, TX 78752
(512) 374-4100

Current Texas DIR Contracts

Managed Services Contract No. DIR-SDD-2175