Free Up Your IT Escalation Team with 24/7/365 IT Support

If your queue is too full of incidents and requests, your escalation team likely can’t get to the deeper, root cause issues that would stop the deluge of incidents… nor can they create the robust self-service portals that would increase self-service.

As a result, the tickets pile up and your end user’s opinions of the service desk bottoms out. They might even think your team is incompetent and unable to help, when the truth is that your team is just too busy to keep up.

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Let Aptude Alleviate The Burden

For over 20 years, Aptude has helped companies better manage their IT Support, ITSM, and legacy application support. ITIL based support teams can ramp up in a myriad of models in as little as 2-3 weeks and will touch base as often as you need to discuss metrics and review feedback in an iterative process.

Get Tier 1 through Tier 4 IT Service Desk Agents who can do…

• ITIL® IT Support, including incidents and requests processing for a variety of applications
• IT and Non-IT related Service Desk initiatives supporting via multiple languages including: English, Spanish, or Portuguese
• Production Support and Application Maintenance – corrective maintenance, bug fixes, production support, and coordination among Levels (internally or externally)
• Production Enhancements – adding new functionality such as integrations, interfaces, applications, and reports

Featured Case Study

Bilingual “Hypercare” Support for an O365 Project

Discover how we helped a global packaging firm migrate over 4500 employees speaking 3 different languages by rapidly augmenting their team’s capabilities and working alongside their team to provide excellent “hypercare” support.

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Benefits of Using Aptude for Your IT Support Needs

ITIL® Aware

Our team members understand ITIL® best practices and common service desk needs, including first call resolution and how to follow documentation and escalate issues appropriately.

Multiple Languages Available

We can provide service desk agents in English, Spanish, and Portuguese.

We Can Set up the Lines

If needed, we can set up and manage the phone lines for your Aptude outsourced service desk team.

Includes Project Lead

Every service desk team – whether composed of one person or one hundred – includes a Project Lead. So you can relax knowing that your directions for your team will be clearly communicated and diligently executed.

Continuous Feedback

We meet with our clients as often as needed – including daily if necessary. We want to make sure you have full visibility and feel comfortable with the quality of service our agents provide your end users.

Free Up Time

Free up your team’s time for problem management tasks, including new code, bug fixes, database upgrades, new hardware, and more. Whatever it takes, you can rest assured that our team will take care of the tier 1-3 tickets. And if you need some legacy application support, we can help there too.

Cost Savings

Especially with our Spanish-speaking agents, you can save costs by sharing our resources with other clients, saving you money over dedicated agents and giving you 24/7/365 support. Or, we can give you a dedicated agent who can work a single shift. The choice is yours and we work in ways that fit your budget.


When you need to add more staff, we’ll be there with more. And when you need to ramp down due to reduced demand or budget? No problem. We’ll flex with you and adjust accordingly – no hard feelings.

No More Job Postings

Save yourself the hassle and let us do the recruiting for you. And unlike regular staffing firms, we are in it for the long haul with project leads, long-term staff, and our “Data Bank” of project knowledge stored…. so you never lose momentum by taking a break from outsourcing.

Keep Moving Forward with Aptude

Aptude is your own personal IT professional services firm. We provide our clients with first class resources in a continuous, cost-containment fashion.

Our support services will free up your senior IT staff from the overwhelming burden of day-to-day maintenance issues. Now they’ll have time to launch those new projects and applications you’ve been waiting for. Simply put, we can free up your resources and contain your costs. Let’s have a quick chat to discuss our exclusive services.