Outsourced IT Support Services
IT support teams are strategic assets that can reduce overall IT costs and significantly improve end-user productivity. To maximize the value of their IT support function, leaders must implement strategies to address workforce attrition, knowledge management, scalability and customer satisfaction.
TEKsystems® Outsourced IT Support Services
We address your specific IT support needs, providing solutions that maximize productivity and ensuring end users and systems function optimally. Our extensive outsourcing experience enables us to offer you flexible, high-performance support models that achieve the highest levels of customer satisfaction, end-user productivity and return on investment.
Our Outsourced IT Support Services provide end-to-end solutions spanning:
Service Desk: We specialize in total outsourced service desk solutions, including all levels of management and support, tools and technology, as well as co-sourced solutions where our customers maintain a level of day-to-day influence with the service desk.
Desktop Support: Our desktop management and mobility services support mobile and thin computing devices, laptops and PCs and can scale based on your unique needs.
Network Operations Center Solutions: We work with you to monitor network and data center technologies for event and incident management, including the proactive avoidance of incidents and events that impact users.
How We Drive Business Outcomes
Extension of your Team
We offer a collaborative approach to technology integration and innovation. Using a proven support model built on ITIL® and HDI framework, we tailor our solutions to fit your environment. Our integration process ensures we establish an understanding of your current operational processes, develop consistent standard operating procedures aligned to your strategic business objectives and assemble teams that seamlessly fit into your environment.
Maximum Return on Investment
Our agreements are structured for mutual success, accounting for each of your service requirements and designed to continuously improve our service partnership. Through comprehensive reporting and metric analytics, we monitor customer satisfaction and SLA performance to identify opportunities and then construct a continuous improvement road map.
Our Global Quality Office (GQO) defines methodologies for the entire Systems Development Life Cycle (SDLC) based on field experience, lessons learned and industry best practices. The GQO sets standards for how our project managers deliver client outcomes, while enabling the flexibility to tailor our approach to best meet your needs. This governance model enhances communication, improves strategic alignment and drives superior performance within the following criteria:
- Increases first call and service desk resolution rates
- Reduces overhead costs
- Increases end-user satisfaction and productivity
- Service maturation including process automation and user self help solutions
Resource and Knowledge Management
Our experienced leadership team and certified support analytics form the core of our support structure. Through TEKsystems Staffing Services, we are able to recruit and retain the best IT professionals available in every local market. We offer formal training and on boarding programs and clearly defined career path opportunities for our employees. Consistent high-quality personnel management and development practices ensure positive and efficient end-user experiences, while well-documented processes and procedures guide efficient and effective knowledge transfer and management.
Flexible Service Management Model
We offer you an adaptable partnership. To meet changes in IT projects and business demands, we use mature and scalable service delivery models that range from an outsourced, co-sourced or in-sourced solution. Whether you want to utilize an offsite solution at TEKsystems’ North American delivery facilities in Baltimore and Montreal or on-site at your offices, our solutions integrate directly into your environment and offer predictability in service levels and cost.
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Allstate engaged TEKsystems to provide project-based training and support of over 4,800 repair shops throughout the United States. This support was delivered with customer satisfaction rankings averaging over 94%.
Best Buy Company
TEKsystems has been providing customized Telecom Service Desk support to all Best Buy retail locations since 2001. The strength and tenure of the Best Buy / TEKsystems relationship is derived from a willingness to recognize business needs and allow for the flexibility to accommodate the evolving support solutions.
Comerica engaged TEKsystems to provide project based Service Desk support to Comerica branch offices during its upgrade of Lotus Notes and MS Office. During this support period, TEKsystems was able to resolve an average of 85% of incidents at the project Service Desk.
Constellation Energy, Inc.
TEKsystems provides Service Desk support since 2007 and handles approximately 10,000 calls per month with a customer satisfaction rating of 92%.
DLA Piper, LLC
TEKsystems has been providing DLA Piper, a top 10 international law firm, 24x7 Service Desk support of its 3,000 end users since 2004. Our most recent Service Desk customer satisfaction ratings were 95%.
Hogan Lovells, LLP
TEKsystems has been providing Hogan Lovells, a top five international law firm, 24x7 Service Desk support of its 2,000 end users since 2006, yielding Service Desk customer satisfaction ratings of 91%.
The Linc Group, LLC
TEKsystems has been providing The Linc Group, a full service facilities management and service provider, 24x7 Service Desk support since 2004 and has expanded that support to over 3,000 end users due to the company's growth during that time. TEKsystems has consistently improved incident resolution rates to an average of 75% of incidents resolved on the first call.
Manatt Phelps & Phillips, LLP
TEKsystems has been providing Manatt Phelps & Phillips, an international law firm, 24x7 Service Desk support of their 1,000 end users for one year. Recent Service Desk customer satisfaction ratings were 95%.
TEKsystems has been providing Morgan-Lewis, a top 20 international law firm, 24x7 Service Desk support of their 3,000 end users for 10 years. Recent Service Desk customer satisfaction ratings were 90%.
New York City Fire Department
TEKsystems has been providing technology support for the New York City Fire Department’s corporate campus and hundreds of remote locations since 1999. Services provided include Service Desk, Project Management, Network Monitoring and Engineering.
TEKsystems has been providing Peabody Energy, a large coal producer, 24x7 Service Desk support of their 5,000 end users for five years. Recent Service Desk customer satisfaction ratings were 93%.
TEKsystems has been providing School Specialty, a provider of educational resources to the U.S. public school system, 24x7 Service Desk support for over a year with customer satisfaction ratings of 94%
TEKsystems has been delivering Service Desk support to Visicu’s supported health systems since 2000. During this relationship, TEKsystems has worked closely with Visicu, a medical technology company, to evolve these support services to meet the needs of their ever-changing environment.
TEKsystems has been providing 24x7 Operation Command Center (OCC) support to Wawa since 2009. During this time, TEKsystems has worked closely with Wawa, a convenience and gas chain, to engage the correct skill sets and expand the capabilities and support levels within the OCC.
TEKsystems provided us with a Help Desk solution that provided the best balance between the technical expertise our users have come to expect and the commitment to customer service that we demand, at a cost that makes the delivery of help desk services a good value proposition for our organization.- Client employee, Peabody
The best part about our partnership has been the open dialogue we have engaged in throughout the relationship. Through continuous feedback and regular reviews, we have been able to ensure consistently high standards of customer service making the TEKsystems Service Desk and our IT Department appear as one team. Our ability to support our end users anytime, anywhere in the world is greatly facilitated by the 24x7x365 coverage the TEKsystems Service Desk team provides.- Chief Technology Officer, Hogan Lovells
TEKsystems has consistently been a value added partner and they have helped take ownership of our day to day Operations Command Center (OCC) operations. TEKsystems raised the bar and has also made an impact by helping us reach our goals around continuous process improvement. I see my partners at TEKsystems and the team they helped place here as trusted advisors.- IT Manager, Wawa
TEKsystems was a pleasure to work with and took the time to understand our project and our unique needs. TEKsystems was a major factor in the success of our project and we would gladly work with them again in the future.- Client Project Manager, Allstate