31West is a trusted provider of outsourced IT help desk services in Allentown, Pennsylvania. We help you lower cost and deliver quicker resolution for all L1 or Tier-1 issues. Our 22 years of industry experience along with low cost & flexible coverage are a big plus for your business.
Top Brands We Serve
Issues Covered Under Tier-1 IT Help Desk Support
Issues covered under L-1 or Tier-1 support:
- Filter L1 IT Help Desk Issues
- Resolve L1 IT Help Desk Issues
- User Life-cycle Management
- Microsoft Active Directory Management
- Office 365 User Management
- G-Suite User Management
- Manage Access Rights & Permissions
- Manage Distribution Lists
- Endpoint Management
- User management – VPN, O365, AD, G-Suite
- Manage Spam Filtering Requests
- Remote Troubleshooting Of Peripherals
- Fixing Computer Issues Like Slow Browsing, Cache Clearing etc
- Updating OS & Drivers
- Basic O365 Issues
- Basic Outlook Issues
- MFA Setup
- Call On-duty Technicians For P1 Issues
- Gather Information For Level 2 or Level 3 Escalation
IT Help Desk Service For All Businesses in Allentown, Pennsylvania
- IT Help Desk for Small & Mid-Size Businesses
- IT Help Desk for Healthcare Industry
- IT Help Desk for Hospitality Industry
- IT Help Desk for MSPs
- IT Help Desk for Technology Companies
- IT Help Desk for Logistics Companies
- IT Help Desk for Travel Companies
Omni-Channel IT Support in Allentown, Pennsylvania
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Tickets
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Remote
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Live Chats
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Phone Calls
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Emails
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Notification Alerts
IT Help Desk Services for Companies of All Sizes in Allentown
ACTIVE DIRECTORY
Active Directory
MICROSOFT 365
Managed Microsoft 365
FOR INTERNAL USERS OR CUSTOMERS
Network Support (NOC)
HARDWARE & NETWORKING
IT Help Desk Services
SERVICE DESK
Managed IT Service Desk
ITIL CERTIFIED TEAM
Incident Management
Your Benefits When Outsourcing IT Help Desk To 31West
When you outsource IT help desk services to 31West, one of the trusted companies in the US, you benefit from our deep industry knowledge and support expertise. We take pride in our team’s capabilities and dedication.
Significant Savings
Up to 50% lower cost of IT help desk support when compared to in-house teams in Allentown.
No Contracts
No forced, time bound contracts. Discontinue any time with a 1-month notice
23 Years of Trust
Since 2002, we have been helping small & mid-sized businesses in Pennsylvania with their IT help desk support.
Custom, Flexible Plans
From 8/5 to 24/7, we can offer custom plans to help your business grow in Pennsylvania.
Go-Live in 1 Week
We can help you go live in 5-7 business days. Experienced & ready engineers.
100% White-Label
We work behind the scene. All tickets, calls and chats are answered under your brand’s name.
BYOT
We work on your business applications & IT tools. No integration headaches
Omni-Channel Support
We respond to support request over Phone calls, Emails, Chats & Tickets. All in the same cost
Quick Resolution
We resolve support requests quickly and ensure no tickets are left pending before EOD.
Experienced Team
All our support engineers carry 2-4 years of IT help desk experience.
SLA Driven Services
Our services are governed by your client’s SLA. We ensure your SLA is never breached.
No Leaves or Holidays
We deploy backup agents during PTO so that your services are never down.
Key Feature
Help desk outsourcing of IT guarantees constant availability. This implies, independent of their location or timezone, your users may access help anytime they need it. Problems transcend business hours; neither should your support. Still another major benefit are fast response times. Waiting for help when problems strike can cause annoyance and lost output.
Dedicated outsourced teams help to speed up and simplify ticket resolution. These professionals have training in handling a range of issues quickly. Their tools enable them to quickly identify and fix problems, therefore enhancing consumer satisfaction. Imagine knowing that assistance is just a call or click away at all hours, so allowing peace of mind.
This degree of excellence not only maintains the seamless functioning of operations but also fosters trust among staff members who get support in their workplace.
IT Help Desk Outsourcing Company in Allentown, Pennsylvania with Flexible Plans
8 hours/day, Mon to Sun
12 hours/day, Mon to Sun
24 hours/day, Mon to Sun
24 Hours on Sat & Sun
IT Help Desk Case Studies
IT Help Desk Pricing in Pennsylvania
The charges for outsourcing IT help desk services in Pennsylvania depends on a number of factors like the number of tickets, nature of support, your IT setup, geographic locations, and the number of users you have.
Primarily there are 3 pricing models:
- Cost per ticket
- Cost per user or endpoint
- Fixed monthly fee per engineer
It’s worth noting that for a small-sized organization, <100 employees, the former 2 plans are an ideal fit. But for a larger organization, a fixed monthly fee is cost-efficient & simpler to manage. You are also saved from the hassles of unpredictable monthly billing.
As one of the leading outsourced IT help desk company, we offer a simple and flat monthly pricing structure with a fixed monthly fee per engineer. No complex plans, no over-usage fees, no hidden charges, and no surprises! Your monthly bill is consistent. A fixed monthly fee also helps you better manage your IT budget. Our team works like an extension of your internal IT team.
Our outsourced IT help desk pricing is dependent on the following factors:
- Service Coverage Hour: 8 hours/day, 12 hours/day, 24 hours/day
- Service Coverage Days: Mon-Fri, Mon-Sat, Mon-Sun
- Support Channels: Email & Tickets, Email & Tickets + Phone Calls
- Nature of Support: Tier 1, Tier 2
Our tier-1 IT help desk support pricing starts from $1999 /FTE /Month. This is much cheaper than the cost per ticket or endpoint. We also offer attractive discounts based on your monthly billing.
We have experience with all the popular ticketing applications and tools used in the industry. Simply create an account for our team on your applications and we’re good to go. Some popular tools we’ve worked with are:
Tools We Have Used For Outsourced IT Help Desk Services
Remote IT Help Desk Support Services with Guaranteed SLA
All our managed IT help desk services are governed by an SLA to meet your internal quality standards and client contracts.
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Under 5 Rings
Phone Response Time -
Under 15 Mins
Email Response Time -
Under 60 Secs
Chat Response Time -
Under 5 Mins
Notification Response Time
Industries We Serve
IT Help Desk Service In Pennsylvania
Frequently Asked Questions - FAQs
How do you measure the success and effectiveness of your IT help desk services?
We hire certified & experienced engineers for our team. We have an internal Quality Audit team that monitors team's performance on daily basis. Additionally, we encourage our clients to run satisfaction surveys for end-user feedback. Monthly review calls are conducted with clients for critical feedback and to discuss scope of improvement.
What is the average response time for IT support tickets?
Our average response time for tickets is 10 minutes. Our average resolution time for Tier 1 tickets is under 2 hours.
Do you offer customizable service level agreements (SLAs)?
Yes, absolutely. We design custom SLAs in close consultation with your team.
How do you ensure the security of our IT systems and data?
- ✓ We do not share your login credentials with our support team.
- ✓ We encourage our clients to implement 2FA / MFA.
- ✓ We also request for restricted IP access.
Why Outsource IT Help Desk Support Services?
There are many reasons why large corporations to small & mid-sized businesses outsource IT help desk. Here is a list of a few common reasons:
- ✓ Reduce operational cost
- ✓ Improve response time (TAT)
- ✓ Reduce support volume
- ✓ Support existing expertise
- ✓ Flexibility & agility
- ✓ Improved SLA Compliance
What to expect from your IT service desk partner?
A successful engagement will offer the following benefits to your business.
- ✓ Cost reduction for the IT department
- ✓ Wider service coverage without overhead
- ✓ Fewer people management issues
- ✓ Redundancy and higher service uptime
- ✓ Better quality of service
- ✓ More free time to focus on your products & growth
Call 877-262-5030 or request a custom quote via the form below.