Tier-1 or Level-1 Service Desk Charges
Services We Offer To Businesses Across The US
ACTIVE DIRECTORY
Manage Active Directory
MICROSOFT 365
Managed Microsoft 365
VIRTUALIZATION
VM & VDI Management
HARDWARE & NETWORKING
IT Help Desk Services
SERVICE DESK
Managed IT Service Desk
ITIL CERTIFIED TEAM
Incident Management
Level 1 IT Service Desk Issues Covered
We cover a wide range of Level 1 support issues to take 90% load off your team.
As your 24-hour IT help desk partner, we focus on quick turn-around time & error-free resolution to user issues.
✓ Filter L1 help desk calls & tickets
✓ Microsoft Active Directory user management
✓ Microsoft Office 365 user management
✓ Account unlock, Password reset
✓ Create, Modify, and Terminate users
✓ Manage policies in Office 365 or AD
✓ Manage Outlook Mailboxes
✓ Help users with all Outlook issues
✓ Access rights, Distributions lists
✓ Spam filtering requests
✓ Basic End-point management
✓ Fix slow computers, etc.
✓ Common Outlook errors
✓ Wifi & Network Issues
✓ Printer Issues
✓ Inventory Management
✓ Setup Remote access & Permissions
✓ Install and uninstall application
✓ Scheduling & running backups
✓ OS & Driver updates
✓ Gathering data before escalating to L2 or L3
Services with Guaranteed SLA
All our managed 24/7 service desk services are backed by an SLA to meet your internal quality standards and client contracts.
-
Under 5 Rings
Phone Response Time -
Under 15 Mins
Ticket Response Time -
Under 60 Secs
MS Teams Response Time -
Under 5 Mins
Notification Response Time
Outsource 24×7 IT Service Desk Company 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
Why Choose 31West As Your IT Service Desk Partner?
- 40% cost reduction
- No forced time-bound contracts
- 21+ years of experience in 24/7 IT help desk services
- 100+ dedicated support engineers
- True 24/7/365 support
- Fixed monthly billing
- Predictable & measurable results
- KPI & SLA-driven services
BYOT – Bring Your Own Tools. No Integration Headaches
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 applications we’ve worked with are:
Your Benefits When Outsourcing 24/7 Service Desk To 31West
Our services enjoy a great reputation & patronage in the IT industry. We take pride in our team’s capabilities and dedication to customers’ success.
- No Contracts
No forced contracts. Discontinue with just a 30-day notice.
- 18 Years of Outstanding Support
Since 2002, our help desk outsourcing team has helped start-ups to mid-sized businesses across the US, UK & Europe
- 99% Accuracy Guaranteed
We guarantee <1% error. Your business is in trusted hands.
- 100% White Label
It’s all about your brand. We do the heavy lifting behind the scene.
- Bring Your Applications
We’re happy to use your existing applications & tools. No extra charges.
- True 24/7/365 Customer
Holidays, vacations, leaves are covered by backup agents free of cost. Now your IT department is truly 24/7.
- Reduce Helpdesk Support Cost
Lowest price guarantee! Find a cheaper vendor & we will match the price.
- Custom Support Plans
Need a customized business plan to suit your business? Ask & we will make it happen.
- Free VM & Call Queue
Our phone system provides Voicemails, IVRs, Call Queueing & Routing. We never miss an incoming call.
- Free Call Backs Globally
We return all voicemails & missed calls. We ensure no customer is left unattended.
- Certified Agents, Customized Training
All our support agents are engineering graduates with certifications, ready to be trained on your products or services.
- No Limit on Tickets & Calls
All our services are backed by UNLIMITED support traffic.
- Free Quality Audits
Calls, Emails, Chats are audited for the highest quality standards that your customers deserve.
- Comprehensive Reporting
Monthly reports are emailed free of cost.
- Multi-Tier Support
We offer tier 1 & tier 2 support to compliment your team & efficient resource utilization.
- Assured IT Outcomes
We assure outcomes to meet your internal quality standards for FCR & TAT.
- SLA Driven Services
All our services are governed by industry best practices, SLA Agreement, and backed by a penalty clause.
- 100% Customer Satisfaction
95% of users give us 5-Star rating for resolving their issues on time. Best help desk outsourcing company in the industry.
- 100% Uptime via Backup Agents
Backup agents take over during breaks & leaves. We guarantee 100% uptime backed by a penalty clause.
- Excellent Culture Fit
We work with users from across the globe & prioritize cultural fit to deliver a seamless customer experience.