Service Desk & Contact Centers. Where the mission meets the user.
Multilingual 24×7 Tier 1/2 support, Veteran-facing contact-center operations, ITIL v4-aligned ticketing, and surge capacity for enrollment, emergency, and policy events. The frontline of the mission, staffed, instrumented, and improving every quarter.
24×7
Multilingual coverage
<3m
Tier-1 median TTR
95%+
CSAT target
72h
Surge ramp time
InterScripts runs federal service desk and contact-center operations: multilingual 24×7 Tier 1/2 support, Veteran-facing call-center work, ITIL v4-aligned ticketing, and surge capacity for enrollment, emergency and policy events. Staffing, instrumentation and quarterly improvement are part of the service. InterScripts is a Minority-Owned, DBE-certified company on GSA MAS.
Services
Service desk and contact-center capabilities
Frontline support that respects the user's time.
Multilingual Tier 1 and Tier 2 service desk with omnichannel intake, phone, email, chat, portal, and AI-assisted self-service. First-contact resolution targets that aren't aspirational, they're measured weekly and reported to the COR.
- Omnichannel intake, phone, email, chat, portal, AI self-service
- Multilingual coverage with surge-capable bench
- First-contact resolution targets reported weekly
- Screen-pop, IVR, and contextual routing
Contact-center operations for the people the mission serves.
Built around the call patterns of Veterans, caregivers, survivors, and citizens. PHI-aware screen-pop, consent capture for recording, and compliant call-data retention. The Veteran is not a ticket, they're the customer.
- PHI / PII-aware screen-pop and contextual routing
- Consent capture, compliant call recording, retention
- Trauma-informed and accessibility-aware training
- CSAT, FCR, abandonment metrics, surfaced to the COR
ITIL v4-aligned ticketing, change, and continual improvement.
Tickets feed the same CMDB as engineering. Incidents that recur become problems; problems get root-causes; root-causes get changes; changes get reviewed at CAB. The service desk is where reliability data starts, not where it ends.
- ITIL v4 incident, problem, change, and request management
- CMDB integration with engineering and security workstreams
- Service-level reporting and continual service improvement
- CAB facilitation and release governance
Surge capacity for enrollment, disasters, and policy events.
A bench architecture that surges within 72 hours for enrollment windows, emergency declarations, or policy changes. We don't over-staff steady state and we don't under-deliver during surges.
- 72-hour surge ramp for enrollment / emergency events
- Cross-trained agents and tier-flex routing
- Workforce-management forecasting and scheduling
- Business continuity for distributed agent footprint
Service Operations Posture
Frameworks & Credentials
InterScripts maintains the highest certification levels and regulatory standards to ensure safety, security, and compliance for every client.
Part of Mission IT
Related Mission IT capabilities
What do agencies ask about service desk support?
What federal service desk capabilities does InterScripts run?
Multilingual Tier-1/2 service desk with omnichannel intake (phone, email, chat, portal, AI self-service), first-contact resolution targets reported weekly, surge-capable bench, and screen-pop / IVR / contextual routing.
How does InterScripts handle Veteran-facing call-center operations?
Veteran-facing operations are built around the call patterns of Veterans, caregivers, and survivors: PHI / PII-aware screen-pop, consent capture for recording, compliant call-data retention, trauma-informed training, and accessibility-aware coaching.
What metrics does InterScripts report to the COR?
CSAT, FCR (first-contact resolution), AHT (average handle time), abandonment rate, NPS, and SLA attainment, plus categorized ticket volumes and trend analysis. Reports are surfaced weekly to the COR.
Is the desk multilingual?
Yes. Bilingual English / Spanish capacity is provided from Medellín, Colombia, with additional language coverage on request from the Hyderabad and Chantilly delivery centers.