GIS Help Desk
Give GIS users a clear path to support.
Create an organized way to receive, assess, and resolve GIS questions and issues. FieldCraft Workforce coordinates help desk resources and service delivery, with Tech Maven Geospatial providing technical direction and escalation support within the agreed scope. Connect user requests to the people responsible for the underlying systems and workflows.
What we work toward
A usable result, with a clear handoff.
- A defined intake route for GIS questions and issues
- Requests connected to clear owners and escalation paths
- Useful records of recurring questions and resolutions
The work
Turn requests into a managed support queue.
Users need a clear place to raise an issue and understand what happens next. Enterprise teams need ownership, context, and an escalation route. Capture and survey firms may also need support around delivered datasets or applications. We scope intake, classification, investigation, communication, and closure around the supported environment. Coverage and service levels are agreed, with a clear distinction between support tasks, administrative changes, and additional development or project work.
Request intake and triage
Set up the agreed process for receiving requests, capturing useful context, classifying the issue, and identifying the responsible support or technical owner.
GIS user assistance
Help users access and use the agreed maps, applications, data, and workflows, including ArcGIS Enterprise environments. Align guidance and escalation with the customer's systems and procedures.
Issue investigation
Collect reproducible steps, affected users or workflows, relevant data context, and available evidence to help distinguish usage questions from data, application, or platform issues.
Technical escalation
Route issues requiring deeper investigation to the agreed technical resources, including Tech Maven where in scope, and coordinate communication across the involved teams.
Request and change coordination
Connect access, configuration, data correction, and enhancement requests to the appropriate approval and delivery process instead of leaving ownership unclear.
Knowledge and service reporting
Document agreed resolutions, repeat questions, open issues, and service observations to support consistent answers and inform operational or project improvements.
Deliverables
Agree what good looks like.
- A help desk scope and intake process
- Request categories, priorities, and ownership rules
- An escalation and communication map
- Support records and agreed knowledge articles
- Service reporting and improvement recommendations
Scoping inputs
Start with what you know.
- Supported users, systems, applications, and data workflows
- Existing ticketing, communication, and knowledge tools
- Access and escalation contacts
- Coverage, priority, and service-level requirements
Delivery approach
A clear path from scope to handoff.
Define support boundaries
01
Agree the users, systems, request types, intake tools, coverage, and service expectations. Identify the owners of platform, data, application, and business decisions.
Receive and assess
02
Capture the request, clarify the impact and context, and classify the work. Route it to the right resource using the agreed priorities.
Investigate and communicate
03
Provide scoped assistance or coordinate technical investigation. Keep the requester informed through the agreed process and identify approvals or additional work required.
Close and learn
04
Record the resolution or agreed disposition, confirm closure according to the service process, and use recurring issues to guide documentation and improvement work.
Questions
Before we start.
Can you work with our current ticketing system?
We review the existing tools, access, workflows, and reporting requirements during scoping. The service can be designed around an agreed intake environment and the responsibilities needed to operate it.
Is the help desk available around the clock?
Support coverage is established for each engagement. Hours, response expectations, escalation arrangements, and service levels are agreed during scoping and should not be assumed from the help desk service name.
What happens when a request needs development?
The support process records the requirement and routes it to the designated owner. Development, major changes, or project work are assessed and scoped through the agreed change or delivery process.
Connected services
Build the right scope around the work.
Enterprise GIS Managed Services (AMS)
Organize the ongoing work that keeps enterprise GIS usable as people, data, and projects change.
GIS Development Services (ADS)
Connect maps, data, and operational processes through scoped application development and integration.
Geospatial Data QA & Cleanup
Give existing collections, incoming vendor deliverables, and production backlogs a defined path through checks, corrections, and acceptance.
Start a conversation
Bring one project. Define the next step.
Tell us what you have, what needs to work, and where delivery is getting stuck. We will help define the people, work packages, and technical path around that outcome.
Existing data · New capture · Managed teams · Ongoing support