31West is a trusted provider of outsourced 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
IT Help Desk Support Levels We Offer
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
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Tickets
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Remote
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Phone Calls
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Live Chat
Our Help Desk Services and Support for Companies of All Sizes
ACTIVE DIRECTORY
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
AWS, AZURE, GOOGLE CERTIFIED
Cloud Server Support
REDHAT UBUNTU CENTOS IBM
Linux Server Support
FOR INTERNAL USERS OR CUSTOMERS
Network Support (NOC)
Your Benefits When Outsourcing Help Desk To 31West
When you outsource help desk services to 31West, one of the top IT help desk companies, you benefit from our deep industry knowledge and support expertise. We take pride in our team’s capabilities and 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.
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
Outsource Help 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
Cost Factors of Help Desk Outsourcing
The cost of help desk outsourcing 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:
- Cost per ticket
- Cost per user or endpoint
- 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 outsourced help desk providers, 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 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 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.
Tools We Use in Our Outsourced Help Desk Services
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:
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.
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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
Frequently Asked Questions
What is help desk outsourcing?
Outsourcing help desk is often one of the first steps that companies take. This approach frees up your IT staff’s time, allowing them to focus on strategic operations and revenue-generating initiatives rather than constantly dealing with support issues.
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, and 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 and to 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 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.
Do you offer customizable service level agreements (SLAs)?
Yes, certainly. We design custom SLAs in close consultation with your team.
How much does an outsourced help desk cost?
An outsourced help desk cost depends on the nature of the support & the complexity involved. L1 help desk costs between $2000 to $2500 per engineer per month. This is a fixed monthly fee with no limit on the number of tickets resolved.
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.
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 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.