Infrastructure Operations & Management
Dynanet has designed, implemented and managed customer IT infrastructure and services since 1995. We support multiple organizations across the entire network services lifecycle from requirements analysis to systems retirement and replacement. Dynanet operates several agency service desks including for the FDA, Department of Interior and US Air Force.
Food and Drug Administration (FDA)
Dynanet operates an application service desk that provides Tier I, II and III support for all FDA CDRH systems including the Dynanet-developed Center Tracking System and the CDRH Ad hoc Reporting System. Dynanet’s user support team evaluates service desk issues to determine the type and urgency of the request. There are generally three types of issues we support – support request, “bug” fix, or system improvement. For a support request, our team resolves the issue and documents our findings. If there is a “bug” fix, our team tries to duplicate the problem and performs the necessary actions to fix the issue and documents our findings. Finally, if we receive a request for a system improvement or modification, we work with the requestor to completely define the issue, classify the change request, prepare requirements analyses of the change request and present our findings to CDRH’s Change Control Board.
Dynanet’s project manager ensures that status reports reflect any significant end-user issue and provides a monthly report about the issues received. The Service Desk is the face of your IT enterprise and the initial contact between your employees and your IT support team. Dynanet understands the importance of service desk responsiveness and efficacy and we ensure that our service desk operations follow all best practices.
