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TEKsystems implements innovative strategies to maximize the value of the IT support function.
Through flexible high-performance models, we help clients optimize the holistic support environment to enable increased automation, reduced demand, robust knowledge management and process improvements.
Our Tier 1 through Tier 2 approach provides incident resolution and request fulfillment, from known documented issues at Tier 1 to highly complex issues such as registry fixes, patching/updates and root cause analysis of problems at Tier 2 and beyond. Additionally, the service desk includes end-to-end service level management that owns the incident management and request fulfillment process life cycle from cradle to grave across the enterprise.
We provide on-site and dispatch services dedicated to incident resolution, request fulfillment, IMAC, mobile device and asset management execution focused on optimal mean time to resolution (MTTR). Desktop support also includes executive support (white glove), walk-up center and audio visual/conference room support.
With the integration of service desk and desktop support into one functional service, multidiscipline support transitions many upstream engineering support functions to the service desk enabling optimal return on investment through decreased demand, increased self-service and best practice-based automation.
We augment a desktop support team to provide asset and inventory management, asset and software deployment as well as hardware refreshes. We integrate into existing vendor relationships and act as a single point of contact for both hardware and software provisioning for IT.
Leveraging expertise from our IT Service Management and Organizational Change Management practices, we provide support through every stage of the ServiceNow journey, from assessments and implementations to integrations and enhancements
Using a proven support model built on Lean, ITIL® and HDI principles, we tailor our solutions to accommodate each client’s unique environment. Our integration process ensures we establish a thorough understanding of current operational processes, develop consistent standard operating procedures aligned to the organization’s strategic business objectives and assemble teams that fit into the client environment.
TEKsystems provides superior service desk and desktop support, enabling our clients to achieve operational excellence within their support services function. We offer fully redundant off-site solution centers located across three time zones. We also have made significant investments to ensure 99.99 percent up-time of services and our facilities have been ISO 9001 and ISO 27001 certified. We use best-in-class IT Service Management tools, including inContact’s cloud-based ACD/IVR platform, ServiceNow IT Service Management, and tools for measuring, reporting and benchmarking customer satisfaction.
We are dedicated to continuously improving every service partnership, and through comprehensive reporting and analytics, we monitor satisfaction and SLA performance to identify opportunities. We help clients achieve a high return on investment by building a multidiscipline support model leveraging remote administration tools and self-service capabilities, allowing more issues to be resolved by the user.
Our governance model focuses on activities that ensure stakeholder alignment and exceptional performance within the following areas: