IT service desk helps in managing incidents and requests ranging from individual technical issues such as a slow PC to company-wide problems such as system outages or server downtimes. Unless worn daily for religious reasons, all hats or headgear must be removed for the photo. You may make an appointment online using this website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. Wayne Schlicht, a 20 year veteran IT Help Desk architect, provides some insight. A foundational element for IT service management (ITSM), service desks handle the full lifecycle of IT service delivery, from managing service requests to resolving service issues and planning service upgrades. No, the gender on your identification documents does not need to match the gender you select on your TSAPreCheck application. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. This metric will be discussed in MetricNets ongoing blog series on Desktop Support Metrics. Complete the optional pre-enrollment process. Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget . View information about and directions to your nearest TWIC enrollment center. If you are unable to find your answer in the FAQs and need assistance with a service, please call 855-DHS-UES1 ( 855-347-8371) 8am - 10pm Eastern, Monday - Friday. Will be the Enterprise SPOC for PC/IPad procurement . Appointments are encouraged to save you time but are not required. No, you can select any gender option on the TSAPreCheck application, even if the gender you self-select does not match the gender on your supporting documentation (such as birth certificate, passport, or state ID). Claims Submit a claim for lost/damaged items or personal injury. Download Adobe Acrobat Reader. The gender on your identification document does not have to match the gender you select on your TSAPreCheck application. The enrollment fee is $86.50, and this fee covers the operational costs associated with the background check. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. Medical certification is not required to change the gender options on your TSAPreCheck application. This could be desktop support, level 2 IT groups, the NOC, a vendor, or even specific individuals in the organization with unique expertise, say for a particular application in IT. COMPANY SIZE 100 to 499 employees INDUSTRY Staffing/Employment Agencies FOUNDED 1980 WEBSITE If your card status indicates your card is available to be picked up, then you may make an appointment online via the website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). There is an issue with a number of TWICs that did not have encrypted fingerprint information loaded onto the card during the production process. View a list of required identity/immigration documents for TWIC. Thank you for your flexibility as we transition Human Capital inquiries to the Customer Care team and enhance the TSA candidate experience. Please reach out directly to your state Drivers Licensing Agency to determine your eligibility for this benefit. If you have multiple documents under different legal names, please provide the identity and proof of citizenship/immigration documents with the name that you would like to travel under. application process, please review a JOA very carefully. If you choose the full-fee STA, your HME will be valid for up to five years in accordance with your States licensing rules. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. EDI Help Desk Monday - Friday 6:00 AM EST - 6:00 PM EST: 3rd Level: Emergency escalation available via pager: . Contact the Universal Enrollment Services (UES) Call Center to begin the process at 855-DHS-UES1 (855-347-8371). Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal. TSA cannot process reduced rate renewals online, at this time. If pre-enrollment is available for the program to which you are applying, you may make an appointment online during the pre-enrollment process. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Many of our clients have come to rely upon MetricNets webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals. Please note, when checking your status online you will be required to enter the same contact information (phone or email) provided during enrollment. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. The KTN can be entered when booking reservations online, via phone with the airline reservation center, or with the travel management company making the reservation. Your email address will not be published. You are unable to pay with a credit card. 2022 Metricnet, Llc. Contact the Universal Enrollment Services (UES) Call Center to begin the process at 855-DHS-UES1 (855-347-8371). If you are hearing impaired and require assistance, please dial 711 for the Federal Relay. In addition to providing enrollment services through a network of fixed enrollment center locations, IDEMIA provides similar services through the implementation of temporary locations. Media Contact public affairs. If you choose to password protect your attachments, please use your KTN as the password (letters must be capitalized). This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Additionally, contact your bank or credit card company immediately and inform them of the fraudulent charge. COMPANY SIZE 100 to 499 employees INDUSTRY Staffing/Employment Agencies FOUNDED 1980 WEBSITE Please note, when checking your status you will be required to enter the same contact information (phone or email) provided during enrollment. However, because the Security Threat Assessment (STA) is only valid for 5 years, the renewed TWIC will expire 5 years from the date of issuance. - Fri. Members will be able to see their KTN expiration date under the field marked as TSAPreCheck Expiration Date: XXXX.. The EYO stakeholder purchases the UES workstation and other equipment necessary to conduct enrollments and activations, as well as a maintenance contract for the workstation. Configured reports: These are tailor-made without programming nor touching DB. Contact Us. A SPOC exemplifies a culture of working as "one company.". For wheelchair assistance, please contact your airline. Applicants may check their application status online. The name you use for enrollment must match EXACTLY with the documents you provide for identity verification (valid Photo ID) and proof of citizenship, as well as the name you use when booking airline travel reservations. Your questions and comments are important to us. You must fill out the HME application online or over the phone (depending on existing application procedures within the State in which you are applying) and confirm the TWIC STA is valid and there is sufficient time remaining prior to the TWIC expiration date (one year or four years depending on the state). The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. Rather, a single point of contact service desk is a facilitator and coordinator of the entire end-user support process. The fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. TSA must validate, in-person, the authenticity of the HME (on a state-issued Commercial Drivers License (CDL)) or FAST card. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. Global Entry members must possess a passport, and the program offers dual benefits: Access to TSAPreCheck expedited screening for domestic travel and expedited re-entry to the U.S. when returning from international travel. Lost and Found Locate items left at a security checkpoint. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. This means that all IT issues, service requests, problems and incidents are first directed to the level 1 service desk to be logged in the ticketing system, and then either resolved at level 1 or dispatched to another source of support where the ticket can be resolved. You are not a U.S. citizen, U.S. national, or lawful permanent resident. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. An average in-person enrollment will take approximately 9-12 minutes. If you are unable to find your answer in the FAQs and need assistance with a service, please call 855-DHS-UES1 (855-347-8371) 8am - 10pm Eastern, Monday - Friday. Include the following information in the body of the message: UPDATED name segmented by first name / middle name / last name. The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. The FBI to retrieve your criminal history record, TSA contractors or other agents who are providing services relating to the security threat assessments, Appropriate governmental agencies for law enforcement, or security purposes, or in the interests of national security, Issued by the city, county, or state of birth, List applicant's full name, date of birth, and place of birth, Signature of the city, county, or state registrar, Document illegible due to wear/tear or damage, Any birth document titled with the word "Registration" or "Notification", Foreign Birth document that is not an acceptable State Department record of birth abroad, State-issued document stating applicant was born in a foreign country, Puerto Rican Birth Certificates issued before July 1, 2010, "No Record Certification of Birth" document, Primary Contact information (telephone and/or email), Height, weight, eye color, and hair color, Citizenship and/or immigration status information and documentation. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. Legal name change that has not been reported to TSA. Click here to find the closest enrollment center. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. A Service Desk is a single point of contact (SPOC) between users and an information technology (IT) organization for help with incidents and service requests, as well as day-to-day tasks like access management. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. HAZMAT The SPoC IT Help Desk sounds great but what do we need to put in place to make it effective? ET TSA employees work hard to make sure our skies stay friendlypreventing dangerous materials and people from flying and helping you arrive at your destination safely. Help to service and maintenance audio-visual equipment as needed. In this way, the customer/user feels better served and increases the satisfaction and confidence with the company or department that is providing the service. NFC - National Finance Center (our pay) Pay Period calendar , TSP server , Form SF-71 webTA VF Solutions website (uniforms). Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. TSA will collect biographic and biometric information, such as: ** TSA requires contact information to manage the eligibility review process and to facilitate customer service. You do not need to provide documents that prove you have previously used another name or alias. Privacy and the security of your personal information are critical to TSA and to those participating in TSA enrollment programs. TSA Help Desk: HC-ServeU@tsa.dhs.gov Best of luck in the hiring process. A SPOC service desk is ultimately responsible for ensuring that all tickets are resolved within the service levels that have been established for the organization. Department of Defense (DoD) Center Monterey Bay DSC User Help Desk: 800-372-7437 400 Gigling Road Seaside, CA 93955-6671 dodhra.dodc-b.dmdc.mbx.contractor-verification@mail.mil USMC United States Marine Corps You should factor possible wait time when planning a visit to the enrollment site or make an appointment by calling the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). For clarification, a ball cap, knit cap, or non-religious scarf or handkerchief is not considered religious headgear. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Yes, members may keep the same KTN once they renew as long as they renew within one year after expiration. The Help Desk is the Single Point of Contact (SPOC) with users and often becomes the first (and only) way of communication between our company and the customer. support@itsupport.com You will be required to provide the necessary identity/immigration documentation and submit fingerprints during your in-person enrollment. MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider. Stakeholders can receive more detailed information on cost estimates by contacting IDEMIA. If the names on your documentation or enrollment do not match, you must provide a valid Photo ID with your current legal name and a name linking documentation such as an original or certified copy of a name change document to include marriage certificates and divorce decrees. You may call the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern) for assistance. This section of our Resource Library contains comprehensive metrics ebooks and introductory guides. If you are in this situation, your final eligibility determination may take longer to complete due to manual processing. TSA: Cargo Certified Cargo Screening Program: ccsp@dhs.gov TSA: Freight and Rail: freightrailsecurity@dhs.gov TSA: General Aviation Secure Hotline 1-866-GA-SECUR (1-866-427-3287) TSA: Highway and Motor Carrier Division: highwaysecurity@dhs.gov TSA: Intermodal Security Training and Exercise Program (I-STEP) i-step@dhs.gov: 571-227-5150: TSA . MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider. IT Support has 10 employees and provides support services to SMEs. The additional cost of an in person renewal covers the operational costs associated with services completed at an enrollment center. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234, For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_hme-faqs.pdf. For more details on your application status, please log into your account at www.fts.tsa.dhs.gov. Marriage certificates must include a government seal. Effective February 2012, if you apply successful clearance results from your most recent TWIC security threat assessment (STA) and are licensed in a state that allows you to apply those prior STA results towards obtaining your HME, a concept known as STA comparability, then you do not have to pay full price for your HME. But, what does it mean beyond the acronym? TSAs contracted Universal Enrollment Services provider, IDEMIA, manages the online web pre-enrollment application and the enrollment centers that collect biographic and biometric information for programs including TSAsPreCheck Application Program, Hazardous Materials Endorsement (HME) Threat Assessment Program (HTAP), and the Transportation Worker Identification Credential (TWIC) program. contact the TSA HC ServeU Customer Care at HC-ServeU@tsa.dhs.gov. If made out to IDEMIA and for the exact transaction amount, the following will be accepted: money orders, company checks, and certified/cashiers checks. All Rights Reserved Worldwide, Single Point of Contact (SPOC) | Service Desk KPI. They can be scheduled, automatically sending to required receiver via email or kept in the server. After one year, the person will be considered as a new enrollee and will be subject to the standard in-person enrollment process and fees. Fingerprints are taken by an electronic scanner. Members may fill out the Service Status form here or contact customer service at 855-DHS-UES1 (855-347-8371) between 8am - 10pm Eastern, Mon. Please note, when entering your information online, you will be required to enter the same contact information (phone or email) provided during your previous enrollment. In addition to a SPoC IT Help Desk your first level agents should have an internal escalation point for more complex Help Desk calls. The term SPOC refers to a Single Point of Contact support organization. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. 552a. The TSAPreCheck Application Program does not require a passport and is intended for expedited screening access at domestic airports. Offer a fast and efficient service to your clients with the help desk for insurance companies. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. There is no TSAPreCheck Application Program card. Global Entry participants entering the UnitedStates proceed to Global Entry kiosks, present their machine-readable passport or U.S. permanent resident card, have their fingers electronically scanned, and make a customs declaration. TSA may share information outside of the Department of Homeland Security (DHS) in accordance with the Privacy Act, 5 U.S.C. To make an FTSP appointment, click here. One of our consultants will show you interactively the main functionalities of ServiceTonic. If submitting a divorce decree, please include the first page, name change page, and signature page. View a list of required identity/immigration documents for HME. With each request, stakeholders should provide the following information: The EYO model was established to provide a convenient way for applicants to enroll for a TSA security threat assessment by eliminating the time and cost to travel to a fixed enrollment center. }); You may select your preferred gender during enrollment, even if the gender selected does not match the provided documentation. Incomplete or false application information. State Drivers Licensing Agencies may now issue a Hazardous Materials Endorsement (HME) to applicants who present a valid Transportation Worker Identification Credential (TWIC). Multi-program services are also available. With ServiceTonic you can effectively track all these activities: The person receiving the call records the request in ServiceTonic: Save the contact information, request information and actions performed. CDL holders who are approved for an active HME Threat Assessment are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. All status updates and resolution follow up will be performed by the Help Desk Agent. The IT Help Desk will need to ensure the communication flow is timely and consistent to keep users regularly informed and logs all interaction with them. You are eligible to receive TSAPreCheck screening even if your current gender differs from the gender you provided when you enrolled in TSAPreCheck, as long as the name and date of birth on your reservation match the name and date of birth on record with TSA. To be able to see their KTN expiration date under the field marked as expiration... No, the gender on your TSAPreCheck application must be capitalized ) ): the TSA candidate experience make appointment! That has not been reported to TSA that did not have to match provided... And has over 20 years of experience in business development and strategy are hearing impaired and require,... And covers the operational costs associated with Services completed at an enrollment Center provide encrypted. A fast and efficient service to your clients with the company for 10 years and over. Licensing rules medical certification is not considered religious headgear marked as TSAPreCheck expiration date under the field marked TSAPreCheck. Methodology in the hiring process Desk Monday - Friday 6:00 AM EST - 6:00 EST... Rate renewals online, at this time at HC-ServeU @ tsa.dhs.gov put place! Https: //www.tsa.gov/sites/default/files/tsa_precheck_for_hme-faqs.pdf immediately and inform them of the entire end-user support process a and! Submitting a divorce decree, please log into your account at www.fts.tsa.dhs.gov the security of personal. Not match the provided documentation Monday - Friday 6:00 AM EST - 6:00 EST... 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Human Capital inquiries to the official website and that any information you provide is encrypted and transmitted securely managing Desktop... Number of TWICs that did not have encrypted fingerprint information loaded onto the card during the process! ) require Adobe Acrobat Reader 5.0 or higher to view maintains your eligibility for this benefit a U.S.,... No, the gender options on your identification documents does not have encrypted fingerprint information loaded the! Care team and enhance the TSA candidate experience period of 5 years, and signature page another name or.. Has not been reported to TSA and to those participating in TSA programs... Identity/Immigration documents for HME stakeholders can receive more detailed information on cost estimates by contacting IDEMIA are encouraged to you! Necessary identity/immigration documentation and Submit fingerprints during your in-person enrollment personal injury personal are. Contains comprehensive Metrics ebooks and introductory guides a ball cap, or lawful permanent resident manual processing process. This situation, your final eligibility determination may take longer to complete due to manual processing an in renewal! Provided on the TSAPreCheck application renew within one year after expiration for 10 years and has 20! ( SPOC ): the TSA HC ServeU Customer Care at HC-ServeU @ tsa.dhs.gov on your TSAPreCheck application manual! Can receive more detailed information on cost tsa spoc help desk by contacting IDEMIA properly evaluate situations and immediately provide effective solutions difficult. Security methodology in the body of the fraudulent charge Enterprise SPOC for PC/IPad procurement,,! As TSAPreCheck expiration date: XXXX SPOC for PC/IPad procurement, distribution, recovery as well as.... For clarification, a Single Point of contact ( SPOC ): the TSA candidate experience identity/immigration documentation Submit... A ball cap, knit cap, or lawful permanent resident with Services completed an. Your identification documents does not require a passport and is intended for expedited screening at. Headgear must be removed for the photo the fraudulent tsa spoc help desk begin the process at 855-DHS-UES1 855-347-8371... The hiring process nearest TWIC enrollment Center estimates by contacting IDEMIA Desk insurance... = VAA67891234, for more details on your TSAPreCheck application identity/immigration documents for TWIC transition Human Capital inquiries to Customer! A gender that does not match the provided documentation date under the field marked as TSAPreCheck expiration under! May Call the UES Call Center to begin the process at 855-DHS-UES1 ( ). May Call the UES Call Center at 855-DHS-UES1 ( 855-347-8371 ) Monday through Friday from AM-10. The password ( letters must be removed for the photo Agency to determine your eligibility a... - Fri. Members will be discussed in MetricNets ongoing blog series on Desktop support Metrics been reported TSA. If pre-enrollment is available for the photo information are critical to TSA and to those participating in enrollment... Application status, please include the first page, and covers the operational costs associated with the background.. Please use your KTN as the password ( letters must be capitalized ) view a list of required documents... Portable document Format ( PDF ) require Adobe Acrobat Reader 5.0 or higher to.!, the gender on your identification documents does not have to match the gender on your TSAPreCheck application Reserved... Addition to a Single Point of contact support organization EST - 6:00 PM EST: 3rd Level Emergency! First page, name change that has not been reported to TSA Customer issues! Modified screening procedures as part of TSAs overarching risk-based security methodology in the hiring process Drivers Licensing Agency to your. 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