31West is a leading provider of outsourced IT help desk services in New Bedford, Massachusetts. We help you reduce cost and deliver faster 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
- 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
- Common O365 Issues
- Common Outlook Issues
- MFA Setup
- Call On-duty Technicians For P1 Issues
- Gather Information For Level 2 or Level 3 Support
IT Help Desk Service For All Businesses in New Bedford, Massachusetts
- 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 New Bedford, Massachusetts
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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 New Bedford
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 leading 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% reduced cost of IT help desk support when compared to in-house teams in New Bedford.
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 Massachusetts 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 Massachusetts.
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
User experience improves significantly when IT help desk services are outsourced. Users want fast and effective solutions to the challenges they encounter. An outsourced staff is able to respond quickly since they are experienced in fixing a wide range of technological problems. These teams, who have received specialized training, aim to respond to questions in a way that is both efficient and professional.
They are the primary point of contact for any technical support concerns, ensuring that users feel supported from the very beginning. Furthermore, outsourcing enables companies to use more sophisticated tools which enhance the support offered. As a result, reaction times are faster, end users are more satisfied, and there are less interruptions in their work. In addition, there is a help desk that is always available to assist users, ensuring that communication with the IT department is ongoing.
When employees feel that their difficulties are acknowledged and addressed in an appropriate manner, the entire workforce becomes more satisfied.
IT Help Desk Outsourcing Company in New Bedford, Massachusetts 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 Massachusetts
The charges for outsourcing IT help desk services in Massachusetts 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 backed 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 Massachusetts
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.
What types of technical issues and inquiries can your IT help desk support?
We offer a wide range of services, like tier 1 & tier 2 IT help desk services, incident management services, service desk management, Windows server administration etc.
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.
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.
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.