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Services

IT Outsourcing

Scale your technology capability with flexible IT outsourcing services. TMES provides experienced IT professionals and delivery teams to support enterprise projects, system operations and digital transformation initiatives across Southeast Asia.

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Service Overview

Your IT Team, Delivered

Building and retaining a skilled in-house IT team is one of the biggest challenges facing enterprise organisations across Southeast Asia. Rising talent costs, specialist skill shortages, and the pace of technology change make it increasingly difficult to keep internal teams fully capable.

TMES IT Outsourcing solves this challenge — giving you access to a certified, ITIL-trained team of engineers who integrate seamlessly with your business, follow your processes, and deliver with accountability.

From end-user helpdesk to senior cloud architects, we provide the right people, at the right level, with the right processes — so your IT organisation delivers what the business needs.

Outsourced delivery team in a planning session
15+Years delivering IT services in Thailand
ITILCertified service management framework
L1–L3Full support tier coverage available
24/7On-call support for critical systems

Flexible Engagement Models

Choose the outsourcing model that fits your organisation — or combine models to build the right structure for your needs.

Dedicated Team

A dedicated team of certified engineers assigned exclusively to your organisation — acting as an extension of your internal IT department.

Staff Augmentation

Supplement your existing team with specialist skills on-demand — from cloud architects to application developers and IT support engineers.

Managed Helpdesk

End-user IT support delivered via TMES service desk with multi-channel access, SLA commitments, and full ticket lifecycle management.

Project-Based Delivery

Fixed-scope delivery teams for digital transformation projects — from cloud migrations to application modernisation and platform launches.

Service Standards

Enterprise-Grade Delivery

  • ITIL V3/V4 aligned service management processes
  • ISO-certified security management practices
  • Multi-tier support: L1 helpdesk through L3 specialist engineering
  • SLA-backed response and resolution time commitments
  • Regional coverage across Thailand and Southeast Asia
  • Bilingual support (Thai/English) as standard
  • Flexible engagement models: full-time, part-time, project-based
  • Monthly reporting with KPI dashboards and service reviews

SLA Commitments

All TMES IT Outsourcing engagements include contractual SLA commitments with regular reporting and service review meetings.

1 hr responseCritical incidents
4 hr responseHigh priority issues
Next business dayStandard requests
Included as standardMonthly service reviews

How we work

Our escalation & support flow

A transparent, structured process ensures every issue is handled at the right tier, resolved efficiently and fully documented, so nothing falls through the cracks.

Our escalation & support flowEscalation flow: a user raises an issue with a severity. The 2nd tier checks the information is enough, otherwise asks the user for more. The 2nd tier checks the knowledge base and resolves it, or escalates to the 3rd tier, which investigates with principal and vendor support and hands back a fix. The user checks the fix; if it is not resolved it returns to the 2nd tier, otherwise the ticket is closed and recorded in the knowledge base. User / 1st tier2nd tier3rd tier Raise an issueIs theinformationenough?Can weresolveit?User checks the fixClose the ticketInvestigate the problem SeverityNoYesCheck knowledge baseNoEscalateFix or workaround YesNoDiscuss / more informationYesRecorded in knowledge base Principal & vendor supportMicrosoftIBMDellAppleGoogleAWSSAPAlibaba CloudCiscoArubaFortinet
  1. 1
    Raise an issue

    The user or 1st-tier support raises a ticket with a severity. Basic troubleshooting is tried and the first information gathered.

  2. 2
    Check the information

    The 2nd-tier team reviews the ticket. If the information is not enough, they work with the user to gather more before going on.

  3. 3
    Attempt the resolution

    2nd-tier engineers check the knowledge base and resolve the issue. Every successful fix is recorded for next time.

  4. 4
    Escalate to the 3rd tier

    Issues the 2nd tier cannot resolve go to specialist 3rd-tier engineers or principal and vendor support for deep investigation.

  5. 5
    User checks the fix

    The fix goes back to the user to confirm. If the issue persists it returns to the resolution loop.

  6. 6
    Close the ticket

    Once the user confirms, the ticket is closed, the knowledge base updated and the client notified.

Frequently Asked Questions

IT Outsourcing, Explained

Outsourced delivery team in a planning session
What is IT outsourcing?

IT outsourcing is engaging an external partner to deliver technology work — from a single specialist role to a full IT department — instead of hiring and managing that capability in-house. It covers everything from staff augmentation and dedicated delivery teams to fully managed helpdesk and project-based teams.

What's the difference between staff augmentation and a dedicated outsourced team?

Staff augmentation adds individual specialists — a cloud architect, a developer — into your existing team on demand. A dedicated team is a full group of TMES engineers assigned exclusively to your organisation, acting as an extension of your internal IT department. Most TMES clients start with one model and blend in the other as needs grow.

How quickly can an outsourced IT team be deployed?

Timelines depend on scope and seniority required, but TMES engagements are structured around ITIL-aligned onboarding so a dedicated engineer or support tier can typically be in place within weeks, not months, once requirements are scoped.

Is IT outsourcing secure and compliant for regulated industries in Thailand?

Yes. TMES IT outsourcing engagements operate under ISO/IEC 27001 (information security), ISO/IEC 27701 (privacy/PIMS) and ISO/IEC 20000-1 (IT service management) certified frameworks, with SLA-backed response times and monthly service reviews — the same governance standard used for financial services and other regulated clients.

Design Your IT Outsourcing Model

Talk to our team about your IT requirements. We'll design a flexible outsourcing model that fits your budget, scale, and priorities.

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