Network Enterprise Center

1422 Sultan Drive
Fort Detrick, MD 21702

Computer Help Desk: 866-335-ARMY (866-335-2769)
Telephone Trouble Desk: 301-619-2504
Phone: 855-307-4713 / Email

"Sparks the Connection from Customer to Cutting Edge!"



NEC Customer Support Center

Phone: 866-335-ARMY (866-335-2769)
Hours: Monday-Friday, 0600-1800

In this information age, with increasing demands and decreasing resources, our customers rely heavily on automation and instant communication. Our multifocal approach to customer support, ensures a rapid response and resolution of user problems, quickly restoring their automated capabilities.

The Ft. Detrick NEC has years of Customer Support Center first-hand operation and in-depth experience with defining, developing, and executing quality Help Desk support. Our Customer Support Center not only meets today's demands; it is designed to meet the challenges that future technologies will surely bring. NEC support technicians provide quality end user support that concentrates on placing the customer first, resolving problems as well as fostering user knowledge and awareness. We believe the key to quality support is quality management of comprehensive facilities and end user support services. The NEC has designed a centralized support services model that provides our customer base with expedient information delivery, problem management and problem resolution.

Our approach and total performance has ensured the highest level of end user satisfaction. The Customer Support Center reinforces the NEC's vision of centralized help desk support, and its role in improving our customers' IM/IT productivity. For the NEC, the customer or client, is a very special person. Our goal is to make every customer feel special and our Vision statement and Cultural Principals reflect how highly we regard our customers.

  • Averaging 2,500 inquiries a month at the first level, handled with an over 90% closure rate
  • Voice Mail and Web inquiries are responded to within 2 hours
  • Hours of Operation from 6 AM to 6 PM five days a week
  • Total network visibility for proactive responsiveness
  • All problems are tracked to closure and customer satisfaction

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Testimonials

"The support staff are always prompt, friendly and professional and obviously very well trained. They consistently find and fix the issues quickly and always follow up with emails or phone calls to confirm our remedies. I cannot think of any areas that they have not excelled in. Maybe only one......give them more resources, staffing, etc., to ease the work load. In my opinion, they handle allot of workload for the staff that they have."

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