Remote Support Services

Managed Services - Remote Support ServicesNorthrop Grumman’s Remote Support Services provide a giant leap toward reducing the total cost of ownership for our customers. This service is included when you purchase either Help Desk services or Break/Fix Hardware Maintenance services.

Remote Support Services improve user productivity, decrease user downtime, and reduce customer total cost of ownership in many ways, for example:

  • Call Handling Savings - Remote control capabilities allow help desk analysts to reduce the amount of time spent on the phone because they take control of the end-users’ desktop and resolve the incident or satisfy the request.
  • Reduced On-Site Break-Fix Maintenance Visits - By using a remote control strategy, remote support technicians resolve many problems over the phone, without dispatching a break-fix maintenance technician.
  • Reduced End-User Downtime - The end-user wait time for an on-site technician to arrive is eliminated when issue resolution is handled remotely by Northrop Grumman support analysts.

Our Remote Support Services include the following:

  • Software installation, support, upgrades and patching
  • De-bugging, troubleshooting  and problem resolution
  • End-User configuration changes
  • Remote login following customer-approved security procedures
  • Certified and trained technicians resolve problems quickly
  • Technician interacts directly with user, which helps to prevent future problems
  • Ad-hoc training offered when users need it most and when learning retention is highest
  • Standard monthly reporting included in help desk or break/fix hardware maintenance reports

Benefits

There are many direct benefits to your organization when you use our Remote Support Services:

  • Higher service levels and faster problem resolution for users
  • More problems resolved during initial contact with help desk or field engineer
  • Less workplace disruptions due to reduced on-site visits
  • Reduced user downtime so users can get back to work sooner

Contact Information

Michael Ashby
Program Manager
Office (512) 374-4124
Email: michael.ashby@ngc.com

Tyler Ellis
Contracts Administrator
Office (804) 516-9498
Email: Jarrad.Ellis@ngc.com

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