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Contact Center/Help Desk Services
Cherokee Services Group provides award-winning IT and business process help desk services. CSG has developed and honed its capabilities in help desk and contact center operations for more than 13 years, while providing these services to hundreds of thousands of end users. CSG's Tier 1, 2 and 3 technicians provide prompt, accurate resolutions to information technology, functional or policy-based user issues.
 
Cherokee Services Group will craft a help desk solution to meet your particular needs. Whether you need a fully outsourced, off-site service desk or prefer to use federal systems and facilities, CSG can provide any or all of the elements needed to deliver a great experience to your users.  Cherokee Services Group offers telephone, email, chat or web-based support in addition to on-site, deskside and network technicians.
 
Cherokee Services Group offers a multi-site external service desk with redundant infrastructure and cross-training, ensuring service interruptions are minimal. CSG will manage the escalation and service delivery process so the various internal and external organizations, providing IT support function as one entity, delivering a seamless, simple experience for your customers.
 
Cherokee Services Group consistently meets or exceeds Service Level Agreements (SLAs) established with its customers. In addition to typical metrics, such as response time, call abandon rates and time to answer and first contact resolution, CSG tracks Key Performance Indicators (KPIs) developed specifically for each program to proactively measure trends and monitor performance, identifying areas for improvement before they become problems for its customers.
 
Typical service level targets and KPIs include:
  • Customer satisfaction scores
  • Time to answer
  • Abandon rate
  • Percentage of contacts answered within target
  • Primary contact drivers
  • Email response time
  • Percentage of emails answered within target
  • Percentage of contacts resolved within target
  • Percentage of contacts resolved on first contact
  • Ratio of contacts to tickets created
 
Cherokee Services Group’s surge capability is well established, with fluctuations of up to 6X core staff. This enables CSG to successfully meet changing customer requirements without sacrificing performance.
 


Cherokee Services Group manages call center operations through industry-recognized tools and techniques. CSG’s Information Technology Infrastructure Library (ITIL) certified professionals provide service request management, incident management, problem management and change management using Remedy, SysAid, Oracle RightNow or similar applications. Cherokee Services Group’s SharePoint-based Whiteboard knowledge management solution serves as a quick reference for its service desk agents and technicians. 
 
ITIL 2011 methods and processes specific to service desk:
  • Service requests
  • Event Management 
  • Incident Management 
  • Problem Management, and 
  • Access Management
 
Cherokee Services Group also provides the following help desk services:
  • On-site, in-person support for end users, including walk-up support
  • Desktop, custom, and COTS applications support
  • System-level administration and advanced problem resolution
  • Hardware and software troubleshooting
  • Endpoint protection and security patch maintenance
  • Process and procedure documentation updates and reviews
  • New workstation implementation and configuration
  • New technology testing and evaluation
  • Inventory records maintenance
  • Webpage updates and maintenance
  • Operating system diagnostics and resolution
 
Cherokee Services Group has an excellent track record of attracting and retaining top talent. CSG strives for fairness and integrity in all of its employee interactions and provides a professional, encouraging environment in which employees grow and develop. This results in low employee turnover, enabling CSG to establish and preserve the institutional knowledge critical to excellent service desk support.