Epsilon and IIA won a new, five-year, single-award BPA for Service Desk operations. As the USPTO Office of the Chief Information Officer (OCIO) Service Desk contractor, Team Epsilon supports the Service Desk Operations Division (SDOD) as the single point of contact for thousands of USPTO’s internal and some external customers. Team Epsilon is responsible for resolving or escalating incidents and problems and requesting services or changes involving OCIO-supported hardware and software for all USPTO employees at the Main USPTO campus and remote users on an approved Telework Program. Epsilon and IIA will ensure that all customer contacts are handled promptly and courteously, and that support request tickets are resolved or escalated to the correct service provider. IIA will primarily support Advanced Problem Resolution (APR) for internal and external customers.
April 5, 2021