mhsdeskservicecoursequalityescalat MHSServiceDeskOverviewforTRICAREDataQualityCourseMarch4,20102Purpose•Informationbriefing:–ProvideoverviewofMHSServiceDesk(formerlyMHSHelpDesk)contractscopeandcurrentoperationincluding:•MHSTiersupportstructure•MHSincidentticket(formerlytroubleticket)process•Performancemetrics/callvolu...