When an issue can't be solved down the wire, the clock keeps running and the user is already standing at someone's desk. Teceze Field & Deskside Services put a vetted engineer on site, dispatched automatically from the same ticket your service desk raised, with spares in place and the fix logged back to your ITSM. One SLA, one owner, one audit trail.
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Field support rarely fails on engineering skill. It fails on dispatch delays, missing spares, no site access, and a visit that never makes it back into the ticket. Every capability below exists to remove one of those failure points.
Metro, tier-2 and remote-site coverage across India, the US, the UK and EMEA including branch offices, plants, warehouses and retail floors that most providers price as exceptions.
Response windows are contracted per site tier 4-hour, same-day or next-business-day with automated dispatch, live engineer ETA and penalty-backed commitments. No chasing a coordinator for status.
Installs, moves, adds, changes, break-fix, imaging, refresh waves and secure decommissioning executed to your build standard and asset process, with chain-of-custody evidence for every device touched.
Buffer stock held at or near site, courier and last-mile logistics, RMA handling and vendor warranty coordination. The engineer arrives with the part the second visit that kills your MTTR never happens.
Background-verified and NDA-bound, trained on your site induction, safety and access requirements before day one. Named engineers for sensitive sites, so security teams aren’t approving a new face every week.
Field visits are triggered inside your ITSM by the service desk, with notes, asset history and closure evidence written back to the same record. No parallel spreadsheet, no reconciliation at month end.
Every hour a user waits at a dead workstation is paid-for time your business doesn’t get back. These are the ranges our enterprise clients typically see within the first 12 months. We baseline your current field model during the assessment, then commit to targets in the contract.
Onsite response measured against contracted windows, reported per site and per month.
Achieved through pre-positioned spares, ticket enrichment and skill-matched dispatch.
Shared engineer pools replace idle site-based headcount without reducing coverage.
For P1 incidents at tier-1 locations, from dispatch trigger to engineer on site.
Onboarding runs in three to four weeks: site tiering and SLA design, engineer allocation and induction, spares positioning and ITSM integration, then live dispatch with agreed exit criteria at each gate.
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Response windows are set per site tier, not per contract. Tier-1 locations typically carry a 4-hour onsite SLA for P1 incidents; tier-2 and tier-3 sites usually sit at same-day or next-business-day, which is where most estates save money without feeling a difference.
All three exist, and most clients use a blend: dedicated engineers at large sites, a shared regional pool for branch clusters, and on-demand smart hands for the long tail. Mixing models is normally where the 30–40% saving against an in-house field team comes from.
Field dispatch is triggered from inside your existing platform — ServiceNow, Jira Service Management, Freshservice, Ivanti, Zoho Desk or similar. The engineer works the same ticket, and notes, asset changes, photos and closure evidence are written back to that record.
We do, unless you prefer to retain it. That covers buffer stock held at or near site, last-mile courier, RMA processing and OEM warranty coordination so the engineer arrives with the part rather than booking a second visit.
Every engineer is background-verified and NDA-bound before deployment, and completes your site induction, safety and access requirements as a condition of dispatch. Named engineers are assigned to secure or regulated sites so your security team isn’t clearing a new person each week.
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Schedule a 45-minute session with our digital workplace specialists. You’ll leave with a tiered view of your sites, the SLA each one actually needs, and what your current field model is costing per visit.