IT help desk & IT service desk

Outsourced 24/7 Help Desk & IT Support Services

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We’ve helped 200+ clients reduce cost, win new business & keep customers happy. 31West delivers consistent & reliable IT Help Desk, Tech Support & Incident Management Services.
20% of our clients were acquired within 24 months of working with us.

Our technical support engineers are certified & experienced in a wide range of hardware, software & networking solutions. We help our clients reduce cost, improve TAT & scale faster.

IT Service Desk

Trusted IT Help Desk Services

With 18 years of experience, the latest in technology, 24/7/365 help desk service delivery, flexible plans & pricing model, 31West is the preferred outsourced IT help desk company in the market. We have helped our clients deliver impeccable support to their customers or users & scale fast.

Some of the industries we are actively working with are:

  • ISPs
  • MSPs
  • IOT & Hardware Companies
  • Software Companies
  • Education & Learning
  • Healthcare
  • Banking & Finance
  • Travel & Hospitality
  • Retail & Ecommerce
  • Manufacturing & Distribution

Top Brands Trust Us

client united health
client TerraDotta
client MIS computers
client Highwinds
client axelacare
client GE Healthcare
client Mc Donalds
client black & decker
client VXL technologies
client A T & T
client optum
client hostgenius
client SoftEngine
client crate
client domicile
next client your name

Our IT Help Desk Service Offering

HARDWARE & NETWORKING

IT Help Desk Services
Supporting Computers, Laptops, Mobiles, Printers, Routers, Devices, etc. From logging tickets to resolving tier 1 & tier 2 issues on the first call. Seamlessly complementing your in-house team.

PROPRIETARY OR STANDARD HARDWARE

Hardware Support
We support proprietary hardware devices & regular hardware products. We train our team to deliver best in class tier 1 & tier 2 support that your users deserve.

CUSTOM OR STANDARD APPLICATION

Software Support
We specialize in tier 1 & tier 2 support for global applications. We offer outstanding tier-1 support for your custom applications deployed on the cloud or on-premise.

AWS, AZURE, GOOGLE CERTIFIED

Cloud Server Support
Certified professionals for tier 1 & tier 2 support for your Azure, AWS, IBM & Google Cloud instances. Deployment, Scaling, Monitoring, Escalation & NOC functions.

FOR INTERNAL USERS OR CUSTOMERS

Network Support (NOC)
We offer business hours, after hours & 24/7 services to your internal users or your customers. We augment your in-house team to deliver high availability & quick resolution.

Supported Help Desk Channels

  • Tickets
  • Phone Calls
  • Emails
  • Live Chat
  • Notifications

Why Outsource Service Desk To 31West

Our service desk outsourcing services enjoy a great reputation & patronage in the IT industry. We take pride in our team’s capabilities and dedication to customer’s success.

  • No Contracts

    No forced contracts. Discontinue with just a 30-day notice.

  • 18 Years of Outstanding Support

    Since 2002, we’ve been helping 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 back-up agents free of cost.

  • 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.

  • 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.

Flexible IT Help Desk Plans

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

Bring Your Preferred Help Desk Applications

We understand your team is using ticketing application, incident management & other tools. Create an account for our team on the same application & we’re good to go. Some popular applications we’ve worked with are:

intercom crm logo
Jira Help Desk
Connectwise for MSPs
office 365 logo
google suite logo
Zendesk-CRM
Autotask for IT Hel pdesk
bmc logo
github issue management logo
serviceChannels
SolarWinds Service Desk
slack chat logo
servicemax asset 360
Zoho Help desk
ServiceNow service desk help desk
salesforce helpdesk crm

What Our Client's Say

Alex McIver
Alex McIver
F&B Manager / Sunse****

Fantastic Work

You people have been doing fantastic work for me. The best I like is your phone logs on my BB. I am always there to speak for you.

Azita Mirin
Azita Mirin
Director of Services / New Mexico Psy***

Best Customer Support

I hold 31WEST in the highest regard as far as customer support goes. Your daily assistance with the high volume of our phone ....

George Burke
George Burke
Managing Director / Ace Networks ***

Highly Reliable

Excellent services. Highly reliable & complete value for money. Its been over 16 months and I do not see any reason to look elsewhere.

Sagi Stunis
Sagi Stunis
Director - Marketing / Logi*** Corp.

Awesome Service

I am extremely pleased with 31west’s services. Your agents were very quick in learning our product and customer service policy.

Burnett
M. Burnett
President / AutoB*** Inc

Hassle Free Services

We have been using 31West to handle technical support since the beginning of 2009 and are quite pleased with the consistency ...  

Robert
Robert
Director of Contact Center / 6D Solutions Corp.

Extremely Accommodating

We have worked with 31 West for over 4 years now. The team continues to outdo themselves year after year. We find you guys ...

Help Desk Services with Guaranteed SLA

All our 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

Frequently Asked Questions

1. What is Outsourced IT Support?

Outsourced 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. Outsourcing IT support 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.

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

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

2. Why Outsource Help Desk?

There are many reasons why large corporations to small & mid-sized businesses outsource 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

3. What are the benefits of Outsourcing IT Services?

Here is a list of the benefits of outsourcing your IT help desk to a skilled and reputed services provider:

  • ✓ 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

4. What to expect from your IT Service desk partner?

A successful engagement will offer the following benefits to your business.

  • ✓ Cost reduction
  • ✓ 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

5. How to select a Help Desk outsourcing provider?

The process of searching and evaluating an outsourcing company is time-consuming & overwhelming. Having said that, remember, a good vendor can bring tremendous value to your business and a bad one can take you south quickly.

Here is a step by step guide to help you through the process.

  • ✓ Prepare a list of requirements (Scope of Work).
  • ✓ Circulate the document internally & finalize the SOW.
  • ✓ Prepare a list of potential vendors via Google search & references.
    Pro-tip: Restrict to 1st page search results
  • ✓ Setup 1st round of telephonic discussion with potential vendors
  • ✓ Shortlist vendors based on your conversation
    Pro tip: Focus on capabilities, experience, client list.
  • ✓ Share the SoW and request for quotation from shortlisted vendors
  • ✓ Based on the quotation & agreed SoW, further, shortlist vendors.
    Pro-tip: Stay away from very high & very low bidders
  • ✓ Initiate another round of conversation with vendors
    Pro Tip: Discuss training, transition, delivery, quality & reporting.
  • ✓ Finalize the vendor you best resonate with.
    Pro tip: Listen to your intuition, it never fails!

6. How to implement Help Desk outsourcing?

After you have shortlisted the right vendor, you must plan the implementation or transition. This is an important process and needs due attention and good planning. Here are some of the key steps, in sequential order, to help you successfully migrate your support to the new vendor.

  • ✓ Step 1: Discuss your goals, challenges & expectations with the vendor. It’s important to set the expectations right from the beginning.
    Pro tip: Stay away from vanity metrics you read on the internet. Every business is different. Focus on what matters for your customers.
  • ✓ Step 2: Set achievable & meaningful KPIs & KRAs in discussions with the service desk provider.
  • ✓ Step 3: Prepare training material – classify your knowledge base, FAQ, Manuals into categories for ease of understanding.
  • ✓ Step 4: Share the training material with your service desk support partner & set up a meeting to go over the content.
  • ✓ Step 5: Prepare and share escalation metrics to ensure the service desk partner knows whom to reach out to in case of queries.
    Pro tip: Introduce your service desk partner to your team members. It’s an important step for stronger team bonding.
  • ✓ Step 6: Post-training, start with a soft launch. Allow your vendor to start responding to simpler queries.
  • ✓ Step 7: Gradually hand-over all queries and off-board your team.
    Pro tip: Appreciate the good work your service desk team is doing. It goes a long way!