Intellisource Grows Help Desk to Support ODIN
Intellisource is consolidating and expanding its computer help desk services for all NASA contracts to better support the outsourcing desktop services it provides the federal government.
Currently, Intellisource is providing Help Desk and network infrastructure support for over 14,000 desktop computers under two separate contracts with NASA. According to Intellisource, each month, the number of desktop computers for which it provides support at NASA facilities grows as personnel become increasingly familiar and comfortable with the services provided under the Outsourcing Desktop Initiative for NASA (ODIN) program.
The IntelliCenter is based at the Intellisource facility that supports its contract at the NASA Glenn Research Center in Cleveland. Intellisource is also providing desktop outsourcing for the NASA Goddard Space Flight Center in Greenbelt, Maryland.
To monitor service quality, the IntelliCenter utilizes a proprietary system for tracking and maintaining accountability of all service actions, including service requests, sales orders, problem management, and customer follow-up.
Jack Yambor, Intellisources's Manager of Enterprise Technical Services, with responsibility for IntelliCenter operations, states: "The IntelliCenter retains ownership from initial contact or event through resolution, resulting in more consistent service. Users require only one point-of-contact for all their IT support needs. The IntelliCenter tracks service delivery metrics associated with every call. The fully-integrated system allows us to monitor and evaluate our performance on all service actions, so we can consistently meet or exceed customer expectations."
The IntelliCenter is already being expanded to accommodate growth on ODIN and similar desktop outsourcing opportunities. "The IntelliCenter was located at the NASA/Glenn site because of our long-term relationship with the Center, where we have provided computer and help desk support for over 15 years," adds Tor Opsahl, Vice President for Intellisource’s Aerospace and Enterprise Services Division.
For more information on Intellisource, visit their Web site at www.intellisource.com. Specific information on the ODIN Goddard contract can be found at www.odiniis.com.