Management Team
Additional Service Management Services:
- Consolidation of multiple call centers or help desks into a combined instance.
- Migration of data from legacy Service Management solutions into newer technology.
- Assistance in implementing an ITIL solution tailored to your environment.
- Metrics management for your service management environment to drive business.
Take control of the help desk.
OakTree fundamentally believes that Help Desk and Call Center Services are often the gateway to the end-user experience with IT and a critical component of end-user satisfaction. Unfortunately, technical support is more of a ceaseless obstacle facing the public sector, rather than a gateway.
Our team of Help Desk Institute certified professionals help you determine the best approach to support your environment. By selecting a support team with experience specific to your environment, OakTree directly addresses your needs and provides you with the highest level of support expertise. Leveraging years of experience, OakTree has provided Help Desk Services to a variety of public sector organizations including both Civilian and Defense agencies of the U.S. Federal Government, state and local government agencies, healthcare institutions, universities and more.
Key Components of Help Desk & Call Center Services
- Tier 1 through 3 staffing
- 24 X 7 X 365 Availability
- ITIL Best Practices
- Desktop, Server, and Application Support
- Technology Refresh and Upgrades
- Knowledge Management
- Classified environments
Benefits Achieved
- Strengthened citizen satisfaction with better access to information and services.
- Improved return on investment in existing systems.
- Increased visibility to actual productivity and performance.
- Reduced call volume and workload for emergency services.
- Reduced overtime costs – with better predictability of call volume.
OakTree Solutions is a member of the Help Desk Institute (HDI) and implements industry and certification standards in every instance. We are currently actively pursuing additional industry certifications such as ISO 9000, SEI/CMM, and SCP.