Attention Busy IT Ops Leaders ….

Give us Five Minutes and We’ll Show You How to Get Highly Technical Level 3 and Level 4 Escalation Support Available Starting in a Few Weeks – No Job Posting Required

It’s easy enough to find Level 1 and Level 2 IT Support for your ITIL Service Desk. At this level, your end users can get basic incidents resolved and requests routed appropriately.

But finding Level 3 and Level 4 support who can rapidly evaluate root causes of problems and perform fast fixes can be difficult to find and hard to keep, especially since many talented developers and DBA’s don’t want to support legacy applications.

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You need high quality, always-there IT Support for applications and platforms like:

• EDI Applications and Databases
• API Code Bases
• Oracle, SQL Server Databases
• Office 365 (O365) Settings and Integrations
• Transportation Management System (TMS) Applications and Integrations

Fill Your IT Support Gaps with Aptude

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 Support 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

Legacy Application Support for Large Transportation Company

Discover how we helped one big name in the industry with their legacy application support of AS400 and other applications that their existing team didn’t want to work on.

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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.

AptudeFlex

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.

We Know ITIL and ITSM for Transportation & Logistics

Aptude will happily use client-directed ITSM platforms as desired such as Service Now, Remedy, Zendesk, SolarWinds and Cherwell. We can also advise on platforms if you’re setting up a new service desk application and need it to integrate well with other tools.

We know and can help with:

✓ Incident Management
✓ Change Management
✓ Problem Management
✓ Request Management
✓ Event Management
✓ Release and Deployment Management
✓ Service Portfolio Management
✓ Knowledge Management

Let’s Chat About It

Here’s What to Expect When You Contact us Today

First, we’ll have a call to discuss your needs and if we’re a good fit. We might not be, and that’s okay. But if we can help, we’ll clearly outline what working with us would look like.

If working together sounds good, we’ll move forward.

We’ll work fast to find and place technically proficient IT Support resources for you within 2-3 weeks. Your new team member(s) will start immediately and learn your system, processes, and requirements. Then they’ll begin taking work during the hours you need.

Escalations Get Handled On Time and To Satisfaction

As your outsourced team, we’ll handle escalation tickets quickly and promptly. We’ll uncover root causes and work to fix them, whether that means writing code for the next release or quickly patching an issue that’s caused a Major Incident Response. Whatever it is, we’re here for you.

Satisfaction Guaranteed Thanks to the Continuous Feedback Model

Your Aptude Project Lead will meet with you as often as needed to ensure your complete satisfaction with the way work is handled. In fact, this “continuous feedback” is one benefit cited by the packaging company we performed hypercare support for.

AptudeFlex Responds to Your Needs and Budget

Need to ramp up support during critical periods or to support an initiative? No problem. We can quickly provide more help to scale with you. Need to ramp down the number of team members? That’s no problem, either. We’ll work with you to “right size” your project team, even if it means keeping just one person on staff right now.

Whether you want to support AS400 or Oracle TMS, or Just Want to Get Some IT Support Help in Your Off Hours, Aptude Can do That.

It’s okay if you don’t want to hire us for the big stuff right now. That’s because we know that once you see our exceptional attention to detail with a small project, you’ll consider us for the bigger ones – just like the rest of our high profile clients.

When you’re ready, fill out the form below to request a free Service Desk Info Kit. Or, you can use the booking button to book a time with our Senior Vice President Guy DeRosa.

BOOK AN APPOINTMENT NOW

Featured Case Study

Bilingual “Hypercare” Support in the Logistics Industry

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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