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Support Services

IT support teams are strategic assets that can reduce overall costs, significantly improve end-user productivity and dramatically reduce escalations to higher-tier groups. To maximise the value of this IT support function, organisations must implement innovative strategies to increase automation, reduce demand, optimise knowledge management and implement progressive process improvements.

TEKsystems offers flexible, high-performance support models that achieve the highest levels of customer satisfaction by incorporating proven processes and methodologies.

We provide end-to-end solutions spanning:

Service Desk

TEKsystems’ service desk provides Tier 1.5+ technical support for end-user incident resolution and management. Our model can be tailored to individual business needs and offers our clients flexibility and agility in meeting their strategic objectives.

Desktop Support

With our desktop management and mobility solutions, technicians provide hands-on, direct support to help clients achieve optimal mean time to resolution (MTTR) and increase customer satisfaction. We focus on incident resolution, request fulfilment, IMAC, depot support and asset management execution.

Multidiscipline Support

We integrate the service desk and desktop in order to transition as many desktop and engineering support functions to the service desk as possible. TEKsystems delivers on-site Tier 2 support via the desktop, creates service desk (Tier 1.5) optimisation and focuses on the deployment of user self-service (Tier 0) capabilities. This model ensures you receive a high return on investment through decreased demand, increased self-service and streamlined automation.

How We Drive Business Outcomes

Our methodology is built on Lean, ITIL® and HDI principles, along with proven tools and infrastructure, and backed by ISO 9001 and 27001 certifications. This provides the guidance needed for the growth and development of our team, measurability of service, identification of process efficiencies, overall cost effectiveness and continuous service improvement.

Our support desk services are delivered through flexible models, including co-managed and fully outsourced solutions. TEKsystems’ global delivery network also includes five primary solution centres worldwide, giving our clients additional options to control cost, mitigate risk and deliver quality outcomes.

We focus on customer satisfaction and seek to improve the following metrics with our clients: increase first call and service desk resolution rates, reduce overhead costs, increase end-user satisfaction, increase productivity and enhance service maturation (including process automation and user self-help solutions).