TELESIS has an extensive history of success in providing Tier 0, 1, 2 and 3 Information Technology Help Desk solutions and support services to several federal agencies such as the Department of Health and Human Services’(DHHS) Food and Drug Administration (FDA), the Department of Interior (DOI) National Business Center (NBC) and the U.S. Army, among others.

Our demonstrated technical capability illustrates our ability to handle large helpdesks, user bases and multiple systems requiring critical mission support. We follow certification guidelines and policies to create, support and maintain a standard that is considered “Best in Class” by the HD Institute (HDI) and Information Technology Infrastructure Library (ITIL). We focus on people ¾ our customers and our employees. Our survey results, award fees, and Service Level Agreement (SLA) performance provide evidence of our customer’s satisfaction.

TELESIS’ IT Help Desk professionals posses a variety of certifications including:

With an emphasis on customer service, our HD Specialists are proficient in today’s COTS software and hardware consistently delivering first call resolution rates in excess of 90%.

We also provide support for customer unique systems, line-of-business applications, and functional/mission areas with a defined process in place for our employees to learn application/mission-specific functionality. Our Service Level Agreements (SLAs) drive our

HDs to improve service delivery and achieve higher levels of customer satisfaction. We

focus on people – our customers and our employees. In support of our clients, TELESIS utilizes industry standard procedures and technical solutions that best meet the

government’s Consolidated HD requirements.

We deliver essential recognized industry certification training programs sponsored by the HD Institute (HDI) and the Information Technology Infrastructure Library (ITIL).  80% of our IT Help Desk Management team is ITIL certified! Our Training specialists are HAD Certified Training instructors and have trained our HD personnel to enhance their service skills, and competency readiness; and increased problem solving skills.  Through Soft Skills Training we ensure strong qualifications of personnel while assisting both staff and Customers in

delivering excellence for our customers!

Our IT Help Desks have proven processes and procedures for tracking metrics for our services such as:

TELESIS’ extensive IT Help Desk experience is shown at a glance in the graphic below:

We provide our clients Technical expertise, Industry Experience, well trained & qualified management team along with the State of the Art infrastructure. We provide 24/7/365 service to our clients and our Help Desk Services. We have fully secured facility that meets the requirements of State & Federal Government.

Our services in Help Desk facilities for Tier 1 support include but are not limited to:

• Turnkey, Scalable, Fully Secure Facilities CONUS and OCONUS

• Existing Technical Infrastructure

• Service Level Agreement Management

• Web Based Call Ticketing System

• Skill Based Call Routing

• A Fully Implemented Disaster Recovery and Continuity of Operations Plan

• Extensive Pool of Trained Resources

• Customized Help Desk Training Programs

Features of TELESIS’ Help Desk Tier 1 Facilities:

• Fully Secure and Scalable Facilities, cleared by Federal Government customers

• Over 20,000 sq. ft. space occupied

• Over 20,000 sq. ft. additional space ready and available to address surge requirements

• Operational 24X7X365

• State of the Art Phone Switch

• Phone Licenses for Representatives

• Multiple Hosted Ticketing Systems

• Secure System Access and Secure Remote Access

• Direct Secure Network and Email Connectivity to Federal Clients

• Disaster Recovery Plans and COOP Plan in Place

• Security Cameras, Controlled Badge Access

• State-of-the-art IT Room with controlled access

• Independent Cooling System to ensure performance efficiencies

• Restricted and Secure Individual Project Areas Equipped with Ergonomic Work Space

• Conference and Training Rooms for project training and client use

• Uninterrupted Power Supply and Proven Disaster recovery

To know more about our services & processes, please feel free contact:

Corporate Headquarters

4700 Corridor Place, Suite D
Beltsville, MD 20705
   
Phone: (240) 241-5600
Fax:    (240) 241-5630
Email: TELESIS_sb@TELESIShq.com

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