IT service desk
Technology support services are provided through the WSA NOC911 support team. This support team is committed to delivering high quality customer service and support to WSA clients. To ensure the best possible support, we provide this Service Level Agreement outlining specific software, services, and responsibilities provided by WSA NOC911.

 

NOC911 Service Desk Hours of Operations

The NOC911 Service Desk will be staffed from 7:00 am to 5:00 pm EST, Monday through Friday. Calls after 5:00 pm and before 7:00 am EST Monday through Friday, as well as the weekends, will be forwarded to the WSA on-call technician. After hours support is limited to Emergency issues only.

 

Requesting Assistance/Service

NOC911 services can be accessed in the following ways:

  • Phone: the WSA NOC911 Support Team can be reached at 1-800-927-4715, or 1-703-333-3380

  • Email: email requests can be made to This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Processing of Service Requests

  • Phone - A ticket will be created for each call received by the NOC911. When a call is received by the NOC911, the call will be answered by the WSA Service Desk. If the service desk technician is available, the call will be routed directly. If a service desk technician is unavailable, the requestors contact information will be taken, a ticket opened, and a call-back from a service desk technician will be executed within (1) hour. If the incoming request cannot be handled by the service desk technician, they will inform the caller that the issue will be assigned to a Level 3 technician and end the call. The service desk technician will then place the ticket in the NOC911 ticket queue where it will be assigned to a Level 3 technician by the NOC911 Team Lead.

  • VoiceMail - If all technicians are unavailable, the caller will be placed in a hold queue. They will be transferred from the hold queue once a technician becomes available. The caller has the option to leave a voicemail if they choose not to wait in the hold queue. In such cases, the NOC911 Service Desk will listen to the voicemail, create a ticket, and place the ticket in the NOC911 ticket queue. The ticket will then be assigned to a service desk technician. The technician will respond based on ticket priority.

  • Email - A ticket will be created for each email request received by the NOC911 Service Desk, sent to the email address This email address is being protected from spambots. You need JavaScript enabled to view it. . For email requests to be processed, the following information MUST be included in the body of the email: Requester’s full name, Client company name, Call-back number, and a detailed description of the issue. If this information is not in the email request, no ticket will be created and no further action will be taken by the NOC911. A NOC911 technician will add the information into a ticket and assign it the proper priority. The ticket will then be placed in the NOC911 ticket queue, where it will then be assigned to a Level 1 & 2 technician.

  • Tickets - Tickets can be opened and assigned to the NOC911 by the client, through the WSA Ticketing Portal. This access will be limited to key client personnel.

 

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1-800-927-4715