IT Support Outsourcing Built Around Your Business
Run your IT support operations through one outsourced provider. Get help desk, live chat, NOC monitoring, field service management, and customer support under your brand, fully scalable as needed.
- In operations since 2004
- 1,200+ professionals
- 87% client retention
Tech Support
Resolve technical issues fast and support customers around the clock with Tier 1 and Tier 2 specialists.
Prepared for Day One.
Give customers expert technical support from day one. Get technicians with specialized expertise, backed by six weeks of pre-production training.
Support Beyond Break-Fix.
Handle setup, outages, complaints, and customer retention with an experienced technical team. Extend your internal IT department or small in-house team without stretching internal resources.
Continuous Quality Improvement.
AI-assisted quality assurance reviews every interaction. Coaches get actionable insights to improve performance
Specialists certified across Cisco, Aruba, Fortinet, and Ruckus, with engineering escalation handled in-house.
Help Desk Outsourcing
Get every support request to the right team, faster.
Route, prioritize, and track requests across phone, email, chat, and web forms with a single service desk outsourcing.
Complete Visibility
Track every request from open to resolved with detailed history and self-service status updates for customers.
Smarter Workflows
Automate basic support tasks, eliminate duplicate work, and prevent issues from becoming recurring tickets.
Accountability Built In
Track response and resolution times against defined SLAs. Gain full visibility into team performance with transparent reporting.
Help desk support runs on CAS, CallTek's proprietary ticketing & analytics platform that uses API access to connect with your existing systems.
Live Chat Outsourcing
Give customers answers within seconds. Trained agents extend your support team across peak periods and business hours, around-the-clock.
Staffed Around the Clock
Get 24/7 chat support experts alongside your support operations, delivering fast, trust-building customer service.
One Workflow With Phone and Email
Route chats through the same queue and ticketing workflow as phone and email. Keep the full conversation history between channels.
Every Chat Reviewed
Streamline coaching and improve chat interactions with AI-assisted quality assurance evaluation.
Outsourced NOC Services
Identify issues before they become customer-impacting problems. Get 24/7, proactive system monitoring of networks, infrastructure, security, and connected devices.
Proactive Monitoring
Detect and resolve issues before they affect your customers. Gain complete visibility across your entire IT environment.
Intelligent Escalation
Route incidents to the right teams based on severity, SLAs, or workflow rules, with seamless integrations across your existing platforms.
Root Cause Resolution
Reduce alert fatigue and deliver long-term fixes with root cause analysis.
Certified Engineers on Every Shift
Resolve complex issues quickly with experienced engineers who monitor, troubleshoot, and respond 24/7.
Powered by COSMOS, CallTek's monitoring platform, with Scout for deep network discovery and configuration management where needed.
Field Service Management
Deploy qualified technicians across the U.S. and Canada for installs, repairs, and site surveys. No cost or complexity of building and managing your own field workforce.
Managed through Green Octopus, CallTek's field service management platform.
Nationwide Coverage
Reach job sites across the U.S. and Canada through a single dispatch partner.
Every Type of Job
Cover every field service your customers need:
✓ Wireless site surveys
✓ Digital signage & equipment installations
✓ Cable and fiber terminations
✓ Smart-building hardware
✓ POS and card-reader deployments
✓ and more field services
Simple to Run
Pay by the job, not by the hour. Includes dispatch, project management, and real-time tracking.
White Label IT Support
Get expert IT and end-user support from experienced teams, delivered under your brand and your service standards. Your customers never know you're using a third-party service provider.
Protect Your Customer Experience
Deliver a consistent customer experience with agents trained to your processes, documentation, and communication standards.
Scale Without the Hiring Cycle
Support business growth without recruiting, onboarding, or managing an expanded internal team.
Integrates into Your Existing Workflows
Get experts who seamlessly plug into your existing ticketing platform, workflows, and escalation process.
Customer Support Outsourcing
Deliver consistent, secure support across voice, chat, and email. Improve customer experience and build loyalty.
Every Interaction Reviewed
Streamline coaching and improve service quality with AI-assisted evaluation of every call, chat, and support ticket.
Customer Insights That Drive Improvement
Turn customer conversations into insights that surface recurring issues, friction points, and opportunities to improve service.
Performance You Can Measure
Improve team performance with transparent reporting on customer satisfaction, first-contact resolution, and key operational metrics.
Built on Odyssey CX, CallTek’s AI-enabled customer experience platform.
AI for IT Support
ResolveAI diagnoses issues, runs approved troubleshooting steps, resolves routine requests, and escalates complex cases with the full support history.
Resolve Issues End to End
Go beyond answering questions with AI that can diagnose and resolve routine IT issues.
Respond Around the Clock
Handle support requests 24/7, including peak periods and overnight demand.
Escalate With Full Context
Give human agents the diagnostics, actions, ticket history, and full customer context.
Every Touch Stays on the Record
Each ticket captures the full service request lifecycle, including every update, owner, and escalation. Calls are transcribed in full by AI, so handoffs never cost you history.
FAQ: Common Questions About IT Support Outsourcing
Do we have to outsource everything, or can we pick services?+
Companies outsource IT support for different reasons. Many businesses need extra hands during peak periods so they can focus on core business functions. With CallTek, you can get support services individually or bundled. Start with one service, like help desk or NOC, and add more as needs grow.
Whether you are a managed service provider, telecom, or integrator, one outsourced IT provider across every layer means one contract, one standard, and no handoffs between vendors.
How does one IT support provider handle so many different services?+
The same teams, tools, and quality assurance run across every service offering and are integrated with your existing IT infrastructure. Get consistent support from password resets to network fixes.
How does CallTek ensure data security and regulatory compliance?+
CallTek operates under ISO 27001, SOC 2 Type II, and PCI-DSS certifications, with strict access controls and built-in data protection, helping you stay compliant and protect sensitive company data.
How does outsourced IT support lower our costs?+
One of the key benefits of selecting the right provider is cost savings. You skip the cost of recruiting, training, and overhead, and get cost-effective delivery that scales with volume. Instead of an unpredictable support cost, you get coverage sized to what you actually use.
What IT support models can we choose from?+
CallTek delivers fully managed services and co-managed support through shared or dedicated teams, all under clear service level agreements. That covers round-the-clock support without the reactive gaps of a break-fix model.
What does CallTek's help desk outsourcing include?+
Help desk outsourcing through CallTek covers every channel—phone, email, chat, and web forms—routed, prioritized, and tracked in one system. Every request runs through defined SLAs. Response and resolution times stay visible and accountable.
Support runs on CAS, CallTek's proprietary ticketing and analytics platform, with API access to connect with your existing systems.
Does support scale with seasonal demand?+
Yes. Support scales up for seasonal spikes and back down in quiet months. You never pay for capacity you're not using. CallTek adds capacity for seasonal demand, launches, and business growth, then scales back with flexible, fractional staffing.
What are the risks of outsourcing business operations, and how do you handle them?+
The usual concerns of handing over IT operations to an external provider are reduced control, vendor lock-in, and data security.
CallTek works inside your systems under your brand, so control stays with you; we keep engagements flexible so you are not locked in; and we protect your data with certified controls.
What's involved in a managed services relationship with CallTek?+
CallTek delivers fully managed and co-managed support through Shared Support or Dedicated Teams, under clear SLAs from day one. The relationship starts with an assessment of your current setup.
From there, CallTek offers strategic guidance on which coverage model fits your business. You work with the same experts as the relationship grows, backed by agent tenure as early as 2018.
Will time zone differences cause communication issues?+
Not with the right setup. CallTek's outsourced experts work your hours, not their own. The same experts handle your account year after year. You're not re-explaining context to someone new every shift.
How do we choose the right IT outsourcing partner for our business needs?+
Choose an IT service provider with proven technical expertise, strong security compliance, and SLAs that provide clear response time commitments.
The right outsourcing provider should also be able to align support with your business goals and operational needs. CallTek has supported MSPs, healthcare, telecom and broadband, and SaaS organizations since 2004, and starts by understanding your business before recommending the right solution.
Get Support Designed Around Your Business Operations
Tell us what you're trying to solve, and we'll help you choose the delivery model and support strategy that fits.