IT Help Desk Outsourcing – Triage & Level-1 Services


With state-of-the-art technology and extensive training, our staff is equipped to deliver consistent, reliable outsourced IT help desk services to enhance your in-house team’s capabilities. Your staff will have the freedom to focus on optimizing your business operations, without sacrificing the quality support and personalized attention your customers have come to expect.

Each of our technical specialists is trained and certified in a wide range of hardware and software solutions. Our outsourced IT Help Desk services are customized to meet your needs and to flexibly scale with your changing business.

Help Desk Services for Small to Medium-Sized Businesses

Outsourced IT Help DeskMany small to medium-sized enterprises follow an agile organization model: small teams that fulfill multiple roles across departments. This development model allows for quick product development cycles, but there is often a lack of dedicated helpdesk.

As brand popularity grows, so does the need for timely customer support often beyond what a small to medium-sized business can provide. Considering the high costs of hiring, training, managing a robust in-house support department, a growing number of companies are deciding to opt for outsourced help desk. Not only does this bring in operational efficiency, but allows for additional benefits like quick ramp up, better quality control and keeping up with technology and not to mention the cost saving.

31West has more than a decade of experience supporting products and services. Our highly developed support infrastructure and aggressive outsourced help desk pricing allows us to address pre and post sale technical issues and product inquiries. We have worked with companies ranging from hardware manufacturers and software developers to retail and insurance companies to travel agencies and other specialized businesses. We also support ISP’s and ASP’s, and manage technical infrastructures such as VPNs, Linux servers, and Windows servers. We are the preferred outsourced IT help desk company with a 24/7 delivery center.

Read about Gartner’s Magic Quadrant report.

Flexible Help Desk Management

Over the years, we’ve worked with a number of companies looking for managed or outsourced IT help desk, each with a different way of providing support to their customers. Our flexible services provide exactly what these companies need. Each comes to us with questions about outsourced help desk questions and we work to provide a custom solution.

We work with you and your team to create a help desk solution that best benefits your company and your customers. Help desk is a step that can help grow your company. You can enhance the support you provide your customers while allowing your people to focus on other key growth areas.

At 31West, our help desk services are built on years of experience and are customizable to fit your exact needs.

Some examples of our Help desk services

  • Tech Support
  • Application Navigational Assistance
  • Application Configuration Assistance
  • General Product Information and Support
  • Mobile Application Maintenance & Support
  • Installation, Setup and Repair
  • Training, Troubleshooting & Diagnostics

Key Benefits of Our Technical Support Help Desk Services

  • 24-hour support: Your customers will receive responsive, round-the-clock assistance, and our professional support staff provides a highly personalized, courteous service to foster brand loyalty.
  • Productivity boost: Increase your team’s productivity by allowing them to focus on core development and higher-tier customer requests.
  • Quick response: Our highly trained agents offer first-contact resolution for the majority of support requests, resulting in reduced average call times, lesser need for follow-up support, and speedy resolutions to support needs.

Key features of Our Application Support Help Desk Services

  • Reduced Overhead
  • Quick ramp-up of support team
  • 24/7 Response Team
  • Reduce expense
  • Improved Efficiency
  • Experienced & Qualified Personnel
  • Access to the latest in technology
  • Custom Reporting

Our outsourced help desk support staff includes engineering graduates with necessary certifications and experience. We pride ourselves on resolving most issues at first contact, which ensures customer satisfaction while reducing support overhead costs.

Are you looking for dependable & professional help desk outsourcing services for your customers?
Look no further, contact us with your requirements for a free quote or contact us via the form below.