Technical Help Desk Support for the Information Resource Management Division

The Information Resource Management (IRM) division at GARFO is responsible for the development and maintenance of the technological infrastructure needed for fisheries management and provides GIS data and analyses both internally and externally. Lynker provides technical help desk support to GIS users, documenting and tracking GIS service needs to recognize patterns in performance. Lynker resolves over 1000 help desk tickets per month, supporting 250 internal and all external users on the east coast. Lynker and GARFO are currently collaborating to consolidate help desks into enterprise user support centers. Using HDI, ITIL, and ISO best practices we are establishing service level objectives and tying specific service level agreements (SLAs) to drive quality performance.