TELESIS has been providing services and solutions for Contact Center and IT Service Desk since 1998. Our Project Managers are ITIL trained and PMP certified; Our IT Service Desk professionals are trained and remain abreast of evolving technologies to provide un-paralleled technical expertise. Our state-of-the-art infrastructure is available for our clients 24 hours a day, 365 days a year. We offer fully hosted and security cleared Contact Center and Service Desk facilities to deliver Federal Government’s requirements.
From our multilingual Customer Support Representatives to a multi-tiered disaster recovery plan to ensure continuity of operations, we work with our clients to craft a custom solution.
Our contact center service offerings include but are not limited to:
- Automatic Call Distribution (ACD) By Skills-Based Routing
- Advanced Call Management System
- Call Recording
- Quality Monitoring
- Soft phone technology that allows agents to work anywhere
Our IT Service Desk offerings include but are not limited to:
- Tiers 1, 2 and 3 support
- Desk side support
- Asset and Inventory Management
- 24x7x365 Support for Mission Critical Systems
- Technology Operations Center Support
- Problem Identification, Notification and Resolution
- Automated Application Support
We support and host multiple ticketing systems including BMCs Service Desk Express, BMC’s FootPrints and Microsoft Service Manager. Our Customer Support Representatives also support BMC Remedy and HP Service Center.
TELESIS has a successful history of providing Contact Center and IT Service Desk support services to federal agencies. We are ISO20000 Certified and we maintain a standard that is considered “Best in Class” by the HD Institute (HDI) and Information Technology Infrastructure Library (ITIL). Our highly skilled, certified IT professionals are there to provide critical mission support.
The certifications our professionals hold include:
- Project Management Professional (PMP) Certification
- ITIL Foundation for IT Service Management Certification
- HD Institute (HDI) Professional
- HDI Certified Instructor
- HDI Authorized Training Partner
- HDI HD Manager
- HDI HD Team Lead
- HDI HD Analyst
- HDI Customer Support Specialist
- STI HD Manager
- STI Knowledge Manager
- STI HD Professional