ITIL Service Desk (PWS 4.1): 

TUWYN provides daily onsite support and operations for GBMS by providing Tier 1, Tier 2, and Tier 3 Service Desk IT Support. As part of these services, we offer and maintain daily onsite and remote Information Technology (IT) support services for 175 users within seven office locations. Onsite support consists of the following:  

Helpdesk management; Server and Network Administration: Active Directory (user/group accounts, file permissions, verification of login scripts, password resets), analyzing and resolving typical problems, monitoring system functionality, verification of system performance & efficiency); Cabling Installation or Replacement when required; Server and Workstation Monitoring based upon approved baseline compliance; Installation, Relocation, Deployment, and Removal of Hardware; Hardware Warranty Support; Deskside Customer Resolution; Wi-Fi Installation, Troubleshooting, and Maintenance (includes assisting the end-user with mobile connectivity);VTC support; Custom Computer Applications and Imaging (software); Troubleshooting LAN and WAN Issues (including VPN connectivity); Desktop Application Support; VoIP Support; Business Continuity and Disaster Recovery; Hosted Office 365 Email and Collaboration Suite; Managed Backup and Recovery Support; Software Development and Programming Services; Remote Management and Monitoring

Service Desk Operations (PWS 4.2):

Our ITIL Service Desk personnel creates incident tickets within Autotask PSA upon receiving a phone call, email, or walk-in. Personnel are trained to provide the first-call resolution but escalates issues in which they cannot resolve to their assigned Functional Lead. Based on the severity, the Functional Lead will engage the assistance of our Senior Engineers to provide a solution. We immediately address any unplanned events such as system-wide outages due to the loss of power or interruption in internet connectivity. Our Project Manager and SMEs will provide updates and recommendations during the incident to minimizing the impact of the outage.

Tier 3 Support Desk (PWS 4.3):

Our Tier 3 Support Desk Manager will identify the right SMEs with the relevant technical expertise to troubleshoot, configure, and administer servers, the network, infrastructure, and datacenter environments and to best achieve the specific Priority Service Request for USDA end-users. Our SMEs will use the latest best practices (CMMI/ISO/ITIL) and employ the latest technologies in resolving issues within the required SLA timeframe. We will use an agile-like approach to permit frequent client reviews (every 2 weeks) with USDA feedback fully factored into the services provided. We will conduct technical reviews, identify needed capabilities, and provide fully documented solutions with processes and procedures to effectively execute the stated requirements.