Federal research and innovation agency. Tiered, ITIL 4 service desk and white-glove IT support, including onboarding, endpoint management, and Desktop-as-a-Service, delivered as part of a prime-led IT support program.
A federal research and innovation agency needed responsive, high-touch IT support for a fast-growing, mission-focused workforce. Users expected quick resolution and a seamless experience, while the program required ITIL-aligned operations, clear SLAs, and consistent onboarding and device management as the agency scaled.
DAWNE delivered tiered service desk and end-user support as part of the agency's prime-led IT support program. We stood up ITIL 4 service operations with a single point of contact, clear escalation paths, SLA-driven incident and problem management, and modern self-service, so users get help fast and issues are resolved at the right tier.
From the first ticket to a fully provisioned, secure desktop, with the processes and reporting a federal program expects.
A single point of contact with clear escalation, so issues are resolved quickly at the right level.
Structured incident handling, root-cause analysis, and major-incident coordination.
Phone, email, chat, walk-up, and a self-service portal, all on one ticketing system.
Responsive, high-touch support for leadership and mission-critical users.
Account provisioning, access, and equipment so new staff are productive on day one.
Standardized device builds, patching, and configuration across Windows and Mac.
Secure, scalable virtual desktops for flexible access without managing local hardware.
Searchable how-to content and automation that deflect tickets and empower users.
ServiceNow and Zendesk configuration, workflows, and automation tuned to the mission.
Real-time visibility into response, resolution, backlog, and trends for program leadership.
Tickets linked to assets and identities so every action stays accurate and auditable.
Customer satisfaction tracking and trend analysis that drive steady service improvement.
Users gained a responsive, single point of contact with SLA-driven resolution and a consistent, white-glove experience. ITIL-aligned operations, clean onboarding, standardized endpoints, and clear reporting gave program leadership confidence that support would scale with the mission, and that every interaction stayed measurable and improving.
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