IT Infrastructure and Help Desk

Empower Your Service Delivery and Support!

IT Infrastructure

Government agencies rely on quality IT infrastructure to meet their mission critical objectives. AceInfo partners with clients to design, deliver, support, and protect mission critical physical hardware, networks, and supporting applications. Leveraging Information Technology Infrastructure Library (ITIL) concepts and practices for Information Technology Services Management (ITSM), we ensure availability, capacity, and security of critical applications and services. For example, at the Department of Homeland Security (DHS) United States Coast Guard (USCG) Operations Systems Center (OSC), we deliver Core Technologies Services to support hardware and critical infrastructure services and components and a Service Oriented Architecture (SOA). We provide hardware, operating system, and network support and monitoring for the OSC infrastructure which includes 1,200 servers (Windows, virtual and blade). We support over 65 operationally focused mission critical applications used by the USCG, DHS, DoD, and other Federal agencies. Finally, we provide customer support 24x7 handling 2,300 to 3,000 calls per month, averaging more than 500 Help Desk tickets (and growing) monthly.

Loyalist Certification Services (LCS) has accredited and approved AceInfo as an Accredited Training Associate (ATA) to deliver programs leading to ITIL certification. Learn more.

Help Desk Services

AceInfo has extensive experience in providing Tier 1, 2 and 3 Help Desk services to our clients, and in transforming Help Desks into ITIL-based Service Desks. AceInfo delivers continually improved operations effectively aligned with the ITIL framework and Help Desk Institute (HDI) best practices. Our solution delivers a true Service Desk that serves as the Single Point of Contact (SPOC) that supports our customers’ mission critical infrastructure and services. Our HDI trained and ITIL Foundation certified Help Desk agents deliver true customer care leveraging knowledge bases, self-help, and a variety of troubleshooting, monitoring and reporting tools. For example, AceInfo provides the Transportation Security Administration (TSA) with a Help Desk for Air Cargo Systems that supports well over 1 million shippers, freight forwarders and other entities with over 4,000 corporate locations and over 10,000 satellite or agent locations. The nation’s domestic air carriers, which number over 300 companies and hundreds of locations, also use the Help Desk services.