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Service Desk & PC Solutions

ESC’s Service Desk & PC Solutions provides comprehensive, end-to-end IT support by combining robust Level 1 customer service with expert Level 2 desktop maintenance. Supporting more than 100,000 users and actively managing around 4,000 user end points, this continuously evolving unit adheres to strict NIST guidelines and ITIL best practices to deliver exceptional technology education, implementation, and support.

Our core capabilities include:

  • Service Desk: Providing 24/7/365 Level 1 support as the first point of contact for more than 100,000 computer users. All customer support agents are certified by the Help Desk Institute (HDI), ensuring expert, internationally recognized service standards.
  • ITSM (IT Service Management): Following IT Infrastructure Library (ITIL) best practice guidance to ensure reliable and efficient Information & Digital Services management.
  • Desk Side Support & Remote Administration: Delivering expert Level 2 maintenance, troubleshooting, and software installation for government furnished computers, laptops, and media tablets, while strictly adhering to NIST security guidelines.
  • Hardware Deployment (PCs and Printers): Operating an in-house hardware repair shop and facilitating the seamless installation, deployment, and lifecycle maintenance of user end points, mobile devices, and enterprise printers.
  • Process Automation: Utilizing industry-standard systems to streamline operations, including automated computer imaging, approved application management, remote update and patch deployment, and secure permissions management.
  • Asset Management: Tracking and maintaining strict oversight of the IT environment through custom reporting and comprehensive software and hardware inventory management.
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