HIB - Maxwell Gunter Annex

HIZF i e l d A s s i s t a n c e S e r v i c e( F A S )The FAS is a front line, Tier-1 help desk. Our customer-centric approach providescradle- to-grave support. Calls not resolved at Tier-1, are forwarded to Tier-2 andtracked by our helpdesk analysts through to completion. We have over 30 years ofexperience in the helpdesk business and are committed to increasing our customers’productivity by solving their problems in the shortest time possible.M I S S I O NP r o v i d e s q u a l i t y2 4 / 7 / 3 6 5 T i e r - 1s y s t e m s u p p o r tf o r A i r m e n a n do t h e rD e p a r t m e n t o fD e f e n s e u s e r sw o r l d w i d ePROGRAM CAPABILITIESSystem Support:• Supports 100+ systems – Every Wing, Every Base, Every Day• Troubleshoots ~450,000 calls per year•Teams structured for specialized support• Stable, repeatable procedures• Visibility of trends, costs and quality across the enterprise• First and last contact for users – provides total ticket visibilityProgram Management Office Support:• Metrics and trend analysis• User message notification• Serves as liaison between programs• Consolidated helpdesk provides quality support at a lower cost to the customer• Deficiency tracking and reportingBENEFIT/VALUE TO THE WARFIGHTERThe FAS plays a vital role in ensuring that the warfighter gets the right information, in theright place, at the right time. This effort is accomplished by providing quality 24/7/365 Tier-1helpdesk support for DoD users worldwide ensuring continuous utilization and support ofcommunication tools needed to complete the mission.CONTACTMs. Corlis Allen, corlis.allen@gunter.af.milFAS team e-mail: afpeo.eis.hizgh.fas.mgmt@gunter.af.mil106