Tier 2 & Tier 3 Service Desk

Software Support
On-site Support
Incident-driven Training
Online Support

Software Support

  • Service desk staff use Remedy as the issue tracking system to capture details and the status throughout the life of the issue.
  • The Service Desk for the USAID GLAAS project responds to users' phone calls 24-7.
  • The Service Desk facilitates User Labs (Tier 3). People are invited to come to a common area for a combination of training and helpdesk support. Via these User Labs, the Service Desk staff are able to more rapidly assist larger groups of people.

On-site Support

  • Remote offices
  • Desk-side support
  • Devis staff have traveled to 72 countries in support of Federal contracts.

Incident-driven Training

  • If a particular issue or feature has been identified as causing a pattern of trouble for users, Devis takes this opportunity to further train the Service Desk staff to be best equipped to answer questions on the topic.
  • Depending on the complexity of the issue, this training could be in the form of "brownbag lunch" presentations or dedicated training sessions.

Online Support

  • Creating FAQs
  • Creating videos
  • Creating coaches (online assistive technology to guide a user through a website or application based on their specific need)

Devis has a long history of providing help desk support to mission critical applications on a global scale. Our Tier 2 and Tier 3 service desk support systems are currently supporting staff operating in more than 80 countries, in nearly every federal agency, and almost all involve the full vertical spectrum of users from clerks to Congress. Our Service Desk experience includes supporting high-profile, global, 24/7 clients such as the U.S. Agency for International Development, the Departments of State, Labor, Justice, and the GSA.

Among many other IT management disciplines, the Information Technology Infrastructure Library (ITIL) defines a framework to continuously monitor and improve service provision. Devis implements the practices of the ITIL Service Support discipline.

The Service Desk (or Solution Center) is the primary point of contact for customers who have difficulties accomplishing a task, need updates, and who wish to request changes. Under the ITIL rubric, the Solutions Center functions to manage the lifecycle of service requests and to facilitate communication with users.

Currently, Devis manages the Solution Center for USAID's Global Acquisition and Assistance System (GLAAS). GLAAS is built on PRISM, and supports USAID's acquisition and assistance lifecycle. Our staff is experienced with PRISM and is responsible for supporting a global network of users on broad range of complex issues, ultimately ensuring that USAID staff is able to conduct business every day, around the world.

Devis service desk staff have a culture of improving the end-user experience. Staff proactively look for patterns of problems and suggest solutions to help alleviate those issues; solution center staff collaborate with other disciplines to create job aids and quick reference guides that support users through complex or error-prone tasks. Service desk staff also review requirements and training material to ensure the proposed solutions meet real-world needs.