InTek would beef up Metro's existing helpdesk rather than move the helpdesk to its own operation. Its proposal is too expensive and fails to solve Metro's underlying problem.

InTek Solutions' preferred way to support Metro is to "insource" the helpdesk. Although it would also support Metro's helpdesk in its own facility, InTek would establish a new call center in Metro, augment Metro's existing staff or fully staff Metro's existing helpdesk, thereby freeing up full-time staff for other IT functions. Although this is an interesting proposition, it does not relieve Metro of the underlying infrastructure to the call center, and it adds a layer of complexity to the hiring process. Once we got over this obstacle, we looked at InTek's solution a little more closely and saw some light.

InTek support includes Windows NT/2000, Novell, and Unix-based LANs and desktops. The company supports a variety of databases (including MS-SQL Server and Oracle) and thin clients using Citrix Systems MetaFrame and Terminal Server. Also, InTek supports most of Metro's PC applications, except Oracle 8i, PeopleSoft and WRQ Reflection. Macintosh support would have to go to the wind, though the Macs would survive. Like Seneca, InTek would work with Metro and supply InTek engineers with the requisite knowledge to support customized applications. Unlike Seneca, InTek would not charge Metro for this.

Along with insourcing the helpdesk, InTek would provide Metro employees the same training available to its own engineers at "minimal or no charge." In addition to offering formal training, InTek involves its employees in a mentoring system, in which new hires are matched with more advanced engineers at Tiers 2 and 3. This lets them learn from experience and get the lay of the land (network topology and typical problems) before they engage in direct telephone support. Metro likes this approach but frowns on InTek's minimum qualifications for technicians--just an associate's degree, one year of experience or technical certification.

InTek would make use of Metro's work flow and standard operating procedures for accountability in providing service. Hence, it would satisfy Metro's SLA for responding to problems and adhere to the reporting requirements. If a customer lacks written procedures or documentation, InTek would work with the client to create that. Although InTek does not use ownership in service terms, accountability is necessary and sufficient to keep support costs down and service levels up.

InTek weighs in with the costliest solution: $1.3 million. Should Metro pursue a traditional outsourced solution and use InTek facilities, the cost would go to $1.55 million. On a per-incident basis, this comes to $53.68 on-site and $64.42 off-site. Although negotiable, InTek offers to supply Metro with five Tier 1, five Tier 2 and five Tier 3 technicians, assuming that Metro maintains an ACD, helpdesk software and necessary tools, such as those for remote control and network monitoring. Any way you go, InTek would add costs for project management. Also, to replace Metro's current staff, InTek would need more information on the exact number of technicians and their skills, the types of calls, and the mean times to resolve problems.

Although InTek's solution has a place, Metro could hire its own IT support people should it reconsider its outsourcing needs and ramp up its own in-house support.

InTek Solutions Corp., (843) 573-0003. www.inteksolutions.com.