24×7 Helpdesk

Standard Communications is an award-winning enterprise that delivers solutions that empower workforces to be more efficient, effective, and collaborative. SCI maintains the unique ability to provide efficient helpdesk service solutions that meet the needs of VA and keep standard-based processes and procedures in mind. As a Managed Services provider for the VA on many of engagements, we will streamline the Service Desk process for end users which includes all relevant VA staff and leadership, and management as the single point of contact (SPoC) for service needs. Our SPoC service delivery model provides a simple, consistent process. With 24×7 Tier 1 support, SCI will provide the VA with direct support. We will handle all requests for assistance, resolve the issue or route issues to the responsible technician and/or escalate to a third party.

Our Managed Services is singularly focused on providing exceptional IT services — relying on standards-based approaches such as ITIL, customized service levels, and actionable reporting and accountability. Several decades of IT innovation and customer service ethos has led to repeatable success.

Standards and best practices are at the center of our Managed Services organization. SCI believes that exceptional support, delivery, control, and management of IT systems and assets are essential to an organizations success. By leveraging ITIL concepts in service desk operations, SCI has optimized processes and so realized improved efficiency, speed and service levels.

SCI’s Managed Services solution has all the core ITIL best practices embedded within— complete with pre-built workflows that are fully integrated and available for use. The solution’s workflows cover all core service management processes, including incident assignment, escalation, SLA tracking and more. These processes represent all the core capabilities your organization requires, right out of the gate – effectively jump starting the bulk of the work needed to get the Service Desk running.