IT Operations

IT Operations has become synonymous with helpdesk operations as nearly all users rely on IT systems to get their work done. It is essential that these IT operations work smoothly so staff can focus on fulfilling their mission. NIS 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:

  • 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, including orchestration to automate repetitive requests such as password re-sets and software installs
  • Asset Management
  • Radio-Frequency Identification (RFID) Implementations