Professional, Administrative, and Business Support

Infused Solutions offers a range of business, professional and administrative support services to our federal, state, and local government clients as well as our commercial customers.  Our commitment to our clients and their work is evident in everything we do, from the planning stages through the final deliverable. So exceeding your expectations is not just a goal; it's our whole business.

Professional and Administrative Support

Infused Solutions has years of experience in providing exceptional technical, scientific, and administrative staffing services through highly effective processes for recruiting, screening, testing, and consultant management. We begin by listening to both our clients' written and unwritten requirements. We learn about your business, your company's /government agency's culture, and help you evaluate your staffing requirements. Over the years we have formulated strategies, processes and in-house IT systems - enabling our sourcing engine to mature into one of the strongest in the industry.

Whether providing support to federal agencies or to state or local governments, Infused Solutions ensures that every employee we provide not only has the technical skills for the job, but the professionalism and commitment, as well.

Our placements succeed time and again - we achieve this level of success through:

• Better screening, testing, and placement of professionals through our Successful Placement Process (SMP).
• Better recruiting, with special programs directed at recruiting veterans and civil servants who are leaving military and government service.
• More than 10 years' worth of in-depth knowledge and expertise in serving the government.
• Strong on-going relationships with our clients, as well as our technical professionals.
• Better post-placement follow up and support that allows for on-the-job feedback and adjustments, as well as rehiring of outstanding technical professionals.
• In-house recruiters and strong and established relationships with a network of recruiters throughout the US.
• Expertise and experience in government Program Management and Task Order Management.

Help Desk and Call Centers

Government Information Technology executives are under increasing pressure to improve the customer experience, yet justify and drive down the cost of IT support. Infused Solutions delivers world class help desk and call center support that integrates with your IT infrastructure to actively improve and increase user productivity and reduce the cost of IT service support; not only at the desk, but throughout your infrastructure.

We leverage industry best practices, such as Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI), Knowledge Centered Support (KCS), and Project Management Institute (PMI) to identify root causes, process and technological improvements to drive down the number of incidents, reduce downtime, and assist you in managing the customer experience.

In every effort to adapt our help desk solutions to our clients and their changing environment, Infused Solutions believes metrics are vital to measure overall effectiveness.  We use key performance indicators such as call volume, call queue times, first contact resolution rates, and overall resolution rates to improve help desk performance. To increase responsiveness and improve customer satisfaction, Infused Solutions typically assigns resources following a three-tiered progressive approach:

Tier 1:   Technicians staff a call center that processes email and phone calls, and act as the initial point of contact for all network users.  Unresolved issues are escalated to Level 2 or Level 3 from the Level 1 staff for further troubleshooting.

Tier 2:   Technicians at this level assist customers, remotely or desk-side, with issues requiring additional troubleshooting and support.  This level of the help desk is generally responsible for new workstation installation and configuration, hardware maintenance and repair, and other functions requiring additional support.

Tier 3:   Engineers provide advanced support for problems that impact multiple users, require complex troubleshooting and vendor support, or involve network and server resources.  Level 3 engineers are also responsible for maintaining the software, hardware, and infrastructure that enables network functionality.

 Facility and Logistics Management

Government Agencies are experiencing an ever-increasing demand to cut costs which has resulted in outsourcing and consolidation of non-core services. Our commitment to strategic management processes, predictive and preventive maintenance, combined with capital planning and asset management partnerships, gives our customers confidence we can manage the long-term vision as well as the day-to-day details of integrated facilities services.

Infused Solution's Facility and Logistics Management's collaborative, creative and competitive approach to business results in:

• Reduced maintenance costs
• Energy dollar savings
• Extension of equipment life by keeping equipment in optimum condition
• Proven track record of operating within budgeted maintenance cost