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Call Center / Help Desk
OTS operates our own 24/7 call center facility with a proven process for on-boarding new customers and programs. We leverage our existing infrastructure and capacity-based staffing model to deliver a higher level of professional support in a cost effective and efficient manner, while eliminating the challenges associated with managing an on-call cell phone for 24/7 customers.
 
Our capabilities include:
 
Call Center Support
  • 24/7/365 Call Center Support
  • Voice over Internet Protocol (VoIP) / Plain Old Telephone Service (POTS) and Redundant Telephony Solutions
  • Domestic and International Toll-Free Number Set-up
  • Standard Operating Procedures (SOPs) for Call Handling
  • Information Technology Service Management (ITSM) Solutions
Help Desk Support
  • Remote and On-Site Tier 1 - 3 Help Desk Support for Hardware and Software Systems
  • Trouble Ticket Creation, Tracking, Escalation, and Resolution
  • Device Configuration, Deployment, and Maintenance
  • Software Application Patching and Updates
  • User Account Management

Representative Projects

Call Center Support for Force Protection Site Security Systems (FPS3) Fixed Site Sustainment (FSS) II, Europe
US Air Forces in Europe (USAFE), remote support from Verona, NY for multiple locations in Europe.
Supported by: CACI (prime) and OTS (subcontractor)
Scope: OTS provides dedicated secure 24/7/365 Tier 1 call center services via phone and email for Intrusion Detection System (IDS) sustainment at 20+ Air Force bases in Europe, including locations in England, Germany, Turkey, Portugal, Italy, Belgium, Spain, and the Netherlands.
 
Call Center Support for Force Protection Site Security Systems (FPS3) Fixed Site Sustainment (FSS) II, CONUS
US Air Force, remote support from Verona, NY for multiple locations CONUS.
Supported by: Xator (prime) and OTS (subcontractor)
Scope: OTS provides secure 24/7/365 Tier 1 call center support for Intrusion Detection System (IDS) and ancillary equipment sustainment at 30+ CONUS Air Force bases. OTS logs, monitors, and responds to work order requests using an online ticketing system, escalating to Tier 2 service technicians when needed.
 
Information Technology (IT) Desktop Management Services
Robins Air Force Base (RAFB) 78th Air Base Wing Communications Directorate (78th ABW/SC), GA.
Supported by: OTS (prime)
Scope: OTS provides Tier 1 - 3 Help Desk support for 23,000 users at RAFB and Robins North, including desktops, mobile devices, digital signage devices, IT asset management, and E-Tools flight line operations support. OTS processes and resolves an average of 64,000 trouble tickets each year and consistently exceeds the established performance thresholds for response rate and receives Exceptional customer satisfaction scores.
 
Patriot Excalibur (PEX) Sustainment Support
Kessel Run, Air Force Life Cycle Management Center (AFLCMC) Det. 12, remote / on-site at Langely AFB, VA, Offutt AFB, NE, and Barksdale AFB, LA
Supported by: OTS (prime)
Scope: OTS provides Tier 2 help desk support for 50,000 PEX software users worldwide, with 24/7 oncall support for critical system issues. Support includes remote and on-site assistance with PEX installation and configuration for stakeholders including the Air Combat Command (ACC), Air National Guard (ANG), Air Force Global Strike Command (AFGSC), and US Space Force (USSF). OTS also provides software development and maintenance, training, and cloud migration support.

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