31West is a leading provider of outsourced IT help desk services in Buffalo, New York. 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 advantage 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:
- Identify L1 IT Help Desk Issues
- Fix 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
- Common 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 Buffalo, New York
- 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 Buffalo, New York
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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 Buffalo
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 top 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 Buffalo.
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 New York 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 New York.
Go-Live in 1 Week
We can help you go live in 5-7 working days. Experienced & ready engineers.
100% White-Label
We work behind the scene. All tickets, calls and chats are answered under your company’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
The customer experience is improved by a well-managed IT help desk, which guarantees reliable support and quicker resolution times. Whether customers require technical support for a product or employees require internal IT support, an outsourced help desk provides professional service that enhances customer satisfaction. A seamless experience is facilitated by structured support processes, expert technicians, and rapid response times.
Additionally, numerous outsourcing providers provide multi-channel support, which encompasses self-service portals, chat, email, and phone assistance. This facilitates users' access to assistance when required. Improved support results in stronger long-term relationships, improved brand reputation, and greater customer retention.
IT Help Desk Outsourcing Company in Buffalo, New York 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 New York
The cost of outsourcing IT help desk services in New York 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 a good 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 tools and we’re good to go. Some popular applications 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 New York
Frequently Asked Questions - FAQs
What are your hours of operation for IT support services?
We operate 24/7 (24 hours a day, 7 days a week), including all US holidays. We offer flexible plans to our clients, depending on their business dynamics.
How do you ensure the security and confidentiality of our company's information?
We prioritize client data security and system integrity. Our commitment is reflected in our rigorous industry-compliant data security policies. As an additional safety layer, we do not store client data on our systems. Instead, we rely on the client's ITSM, help desk management software, and CRM tools. This approach grants our clients complete control over their systems and data.
What is your experience in providing IT help desk support?
31West started in 2002. We have 22+ years of experience in IT help desk services.
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.
How much does an outsourced IT help desk cost?
An outsourced IT help desk cost depends on the nature of the support & the complexity involved. Our L1 or Tier-1 IT help desk costs $1999 /FTE /Month. This is a fixed monthly price with no limit on the number of tickets resolved.
What are the benefits of Outsourcing IT Help Desk Services?
Here is a list of the benefits of outsourcing your MSP help desk to a skilled and reputed vendor:
- ✓ 24/7 coverage
- ✓ Professional expertise and reliability
- ✓ Savings and predictable billing
- ✓ Reduced vulnerabilities, risks & downtime
- ✓ Significant reduction of management headaches
- ✓ Increased focus on revenue-generating functions
Call 877-262-5030 or request a custom quote via the form below.