IT help desk & IT service desk

Outsourcing IT Help Desk Services & IT Service Desk for Growing Companies

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31West is a trusted provider of outsourced IT help desk services in the market. We help you reduce cost and deliver faster resolution for all L1 (user issues) & L2 (technical issues). Our 2 decades of industry experience along with 24/7 coverage are a big plus for you.

Our services come with flexible plans & attractive pricing options, We have helped our clients deliver impeccable support to their customers or users & scale fast.

Top Brands We Serve

client united health
client TerraDotta
client MIS computers
client Highwinds
client axelacare
client GE Healthcare
client McDonalds
client black & decker
client VXL technologies
client A T & T
client optum
client hostgenius
client SoftEngine
client crate
client domicile
electrosonic logo 150x77

Why Choose 31West

  • 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

We Offer IT Help Desk Services and Support for Companies of All Sizes


Active Directory

Manage complete user life-cycle. Create user profiles in Active Directory. Assign departments, configure permissions & policies. Termination & assignments.


Managed Microsoft 365

Support for applications & license management. Grant or revoke permissions, integrate applications & manage security compliances. 24/7 User support.


IT Help Desk Services

Tier 1 & tier 2 support for Computers, Mobiles, Printers, Routers, etc. From logging tickets to resolving them, all via your current applications. We manage it all in-sync with your team.


Managed IT Service Desk

Assist users by logging a ticket, diagnosing issues & resolving them. Escalate tier-2 & tier-3 issues with diagnostic data. Monitor issues from start to resolution.


Cloud Server Support

Tier 1 & tier 2 support for popular cloud services like Azure, AWS, IBM & Google Cloud. Deploy, Manage, Scale and Monitor. We also offer NOC and NAS services.


Linux Server Support

24/7 Server monitoring, update OS & modules, security patching, restore failed services, security audit & ensure high availability. Web server, Databases etc.


Network Support (NOC)

We offer 24/7 NOC monitoring & resolution services. We can operate independently or augment your in-house team to deliver high availability & quick resolution to netword issues.

Managed IT Service Desk With Omni-Channel Support

Level 1 or Tier 1 Support

Issues covered under Level 1 support:

  • ✓ Filter L1 help desk calls
  • ✓ Resolve L1 help desk issues
  • ✓ User life-cycle management
  • ✓ Microsoft Active Directory
  • ✓ Office 365 user management
  • ✓ Account unlock, Password reset
  • ✓ Access rights, Distribution lists
  • ✓ Spam filtering requests
  • ✓ Basic End-point management
  • ✓ Fix slow computers, etc.
  • ✓ Common Outlook errors
  • ✓ Install, uninstall applications

Level 2 or Tier 2 Support

Issues covered under Level 2 support:

  • ✓ Resolving escalated issues
  • ✓ Scheduling & running backups
  • ✓ Repairing OS & Applications
  • ✓ Patching OS & Driver updates
  • ✓ Creating automation scripts
  • ✓ Escalating issues to tier 3

Omni-Channel Support

  • Tickets
  • Remote
  • Phone Calls
  • Live Chat

Your Benefits When Outsourcing IT Service Desk To 31West

When you outsource IT service desk services to 31West, one of the top IT help desk companies, you benefit from our deep industry knowledge & support expertise. We take pride in our team’s capabilities & dedication.

  • Reduce Helpdesk Support Cost

    Reduce staffing & infrastructure cost. Lowest price guarantee!

  • No Contracts

    No forced time-bound contracts. Discontinue anytime.

  • 18 Years of Outstanding Support

    Offering outsourced IT service desk service since 2002

  • 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 helpdesk ticketing system & tools. No extra charges.

  • True 24/7/365 Customer

    Holidays, PTO are covered by our backup agents free of cost. No downtime.

  • Custom Support Plans

    Need a custom plan to suit your business? Ask & we will make it happen.

  • Free VM & Call Queue

    Phone system with Voicemail, IVR, Call Queueing & Routing. We never miss a call.

  • Free Call Backs Globally

    We return all voicemails & missed calls. No customer is unattended.

  • Certified Agents, Customized Training

    All reps are engineering graduates with certifications & experience.

  • No Limit on Tickets & Calls

    All our services include unmetered support traffic.

  • Free Quality Audits

    Calls, Emails, Chats are audited for highest quality standard.

  • Comprehensive Reporting

    Monthly reports are emailed free of cost.

  • Multi-Tier Support

    Tier 1 & tier 2 support to compliment your in-house team

  • Assured IT Outcomes

    We assure outcomes to meet your SLAs for FCR & TAT. Top scores for all your help desk metrics.

  • SLA Driven Services

    All our services are governed by industry best practices & SLA.

  • 100% Customer Satisfaction

    95% of users give us 5-Star rating. Rated as the best IT help desk outsourcing company.

  • 100% Uptime via Backup Agents

    Backup agents take over during breaks & leaves. 100% uptime guaranteed.

  • Excellent Culture Fit

    We work with users from across the globe & prioritize cultural fit.

Outsource IT Help Desk Company With Flexible Plans

8 hours/day, Mon to Fri
8 hours/day, Mon to Sun
12 hours/day, Mon to Fri
12 hours/day, Mon to Sun
24 hours/day, Mon to Fri
24 hours/day, Mon to Sun
After-Hours Mon to Fri
24 Hours on Sat & Sun

How Much Does It Cost To Outsource IT Help Desk Services?

The cost of outsourcing IT help desk services depends on a number of factors, like the nature of support, your IT setup, geographic locations, and the number of users you have.

Primarily there are 3 pricing models:

  1. Cost per ticket
  2. Cost per user or endpoint
  3. Fixed monthly fee per engineer

It’s worth noting that for a small-sized organization, <75 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 IT help desk providers, we offer a simple and flat monthly pricing structure and 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:

  1. Service Coverage Hour: 8 hours/day, 12 hours/day, 24 hours/day
  2. Service Coverage Days: Mon-Fri, Mon-Sat, Mon-Sun
  3. Support Channels: Email & Tickets, Email & Tickets + Phone Calls
  4. Nature of Support: Tier 1, Tier 2

Our tier-1 support rates range from $1999 to $2499 per engineer per month. This is much cheaper than the cost per ticket or endpoint. We also offer attractive discounts based on your monthly billing.

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:

office 365 logo
Autotask for IT Hel pdesk
Zoho Help desk
servicemax asset 360
Service Channel
SolarWinds Service Desk
bmc software
slack chat logo
ServiceNow service desk help desk

Outsource Remote IT 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.

  • 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

Frequently Asked Questions

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 the dynamics of their business.

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 services, Linux & Windows server administration.

How do you ensure the security and confidentiality of our company’s information?

We prioritize the utmost security of client data and system integrity. Our commitment is reflected in our rigorous industry-compliant data security policies. As an extra layer of safeguarding, we refrain from storing 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.

How do you measure the success and effectiveness of your IT help desk services?

We hire certified & experienced engineers in our team. We have an internal Quality Audit team that monitor’s 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 & discuss scope of improvement.

Can you provide references from current or past clients who have used your IT help desk services?

Certainly, we are happy to share contact details of our clients.

What is your experience in providing IT help desk support?

31West was started in 2002. We have 20+ years of exp 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.

Do you offer customizable service level agreements (SLAs)?

Yes, certainly. 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.

What is Outsourcing managed IT help desk support?

Managed IT support is a business engagement wherein an expert external agency or vendor is contracted to manage a company’s internal IT help desk or tech support. We provide a comprehensive array of help desk solutions, including tier 1 & tier 2 IT help desk services, incident management services, service desk services, and Linux & Windows server administration.

Outsourced IT help desk support services is a strategic decision taken to improve efficiency & reduce cost. The external vendor brings domain knowledge, mature processes, industry best practices & a redundant setup. This leads to shorter TAT & reduces loss of productive time. Addressing common help desk problems and solutions is a crucial aspect of ensuring efficient IT support services.

A few popular functions outsourced under managed IT help desk support are as follows.

  • ✓ IT infrastructure
  • ✓ Cybersecurity
  • ✓ Network monitoring
  • ✓ Cloud migration
  • ✓ Disaster recovery, and more.

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 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 budgeting
  • ✓ Reduced vulnerabilities, risks & downtime
  • ✓ Significant reduction of management headaches
  • ✓ Increased focus on revenue-generating functions

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 the overheads
  • ✓ 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.