AINS 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 currently support staff operating in more than 80 countries and in nearly every federal agency of the U.S. government.
Proven Support Success
Our service desk experience in support of our products includes supporting 24/7 clients such as the Departments of Justice, Homeland Security and the GSA. Additionally, AINS provides agency enterprise help desk services to the U.S. Agency for International Development, a high profile, high visibility, globally deployed effort. Our staff responds to hundreds of trouble tickets per month, processed and tracked for reporting. We cross train service desk staff to provide support call surges.
AINS provides on-site support service as well as annual maintenance packages. Priority response is given to customers with current annual maintenance packages.
Among many other IT management disciplines, the Information Technology Infrastructure Library (ITIL) defines a framework to continuously monitor and improve service provision. AINS implements the practices of the ITIL Service Support discipline. Our 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.
AINS' 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.
AINS continuously improves our own support service and quality while containing costs. AINS is active in several professional organizations:
- American Records Management Association (ARMA)
- Association for Information and Image Management (AIIM)
- American Society for Access Professionals (ASAP) – FOIA and Privacy professionals
- Help Desk Institute
FOR INFORMATION REGARDING OUR SUPPORT AND MAINTENANCE SERVICE POLICIES, CLICK HERE.