IT Support Services

INTER-OP provides comprehensive IT Operations support services to optimize our customers’ IT operations, rapidly solve their users’ day-to-day IT issues, and evolve the IT operations to stay current. We use industry best practices, including ITIL/ITSM, to provide optimal IT support. We provide IT Enterprise Service Desk support to resolve user problems remotely in an efficient, scalable, and cost-effective manner as well as touch labor support for users in the field. Our staff have expertise with many ITSM products including Remedy and ServiceNow.

Our comprehensive IT Operations services include:

ITIL/ITSM framework
Multi-sourcing Service Integration (MSI) / Service Integration and Management (SIAM) support
Service Portfolio Management, including Service Design and Service Catalog Management
Self-Service Portals with automated Service Requests and self-help Knowledge Bases (KBs)
Phone, Email, Live-Chat Customer Service, and ``touch labor`` support
24x7 Service Desks with capability of high volume (i.e. 50,000+ calls per month) global user support
Government Owned Contractor Operated (GOCO) and Contractor Owned Contractor Operated (COCO) Service Desks
Desktop, Laptop, Handheld, and Mobile Device Support
Technology Refresh Support Services
General IT Support, such as Account Access, Network, MS Office, Active Directory, Smartphones, and SharePoint
Mission Critical Applications Support, such as Databases, Case Management Systems, Financial Systems, and Medical Systems
Video Telecommunications (VTC) Support
Knowledge Base Development and Maintenance
Service Request development and management
Application Monitoring and Performance / System Metrics Services
Mobile Device Management
ServiceNow and Remedy ITSM
Software and Hardware Asset Management (SAM/HAM)