Help Desk Operations

Customers look to VPG to help them manage customer services for IT assets and infrastructure.  VPG operates Tier I, Tier II and Tier III help desks for clients operating ERP solutions and COTS software.  VPG uses Remedy, ServiceDesk and Serena to serve customer’s IT service needs.  Using these tools, VPG is able to identify trends and reveal the need for training or support campaigns.

We drive tickets down using ITIL v3 methodologies. The case study below shows how despite growing user counts, growing agency budgets and growing system complexity — we were able to drive up obligation rates and drive down ticket volume, solve tickets in less time and push out more standardizations than an incumbent contractor.

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To learn more about our help desk operations, please contact us to start a conversation.

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