Just because our help desk support services give a cost saving over in-house customer support should not mean that you lose control. We believe that outsourcing your help desk should increase the quality of support. “We loved the fact that our desk improved in productivity and end-users were won over quickly to our outsourcing to ESG”- Russell Rodriguez | GE Healthcare
Increase the performance of your customer support.
Outstanding and inexpensive help desk support
ESG provides extremely cost-effective, early first contact resolution, world-class offshore Tier 1 to Tier 3 customer support as an extension (co-source) to your existing team or a completely outsourced alternative. Often regarded as Tier 1 in the Service Desk model, customer support (or Help Desk) is the front line and the most important interface between you and your clients. Often regarded as Tier 1 in the Service Desk model, customer support (or Help Desk) is the front line and the most important interface between you and your clients.
Cost effective because our ITIL foundation certified support personnel are in our ESG Mumbai branch. World-class because we manage operations and interface with our clients from our ESG London office.
Flexible, scalable, multi-channel help desk IT support
Flexible, scalable and bespoke help desk
We offer flexible and bespoke service models from shared (bureau) resource to dedicated individuals and teams. When our clients’ business requirements change we rapidly and seamlessly scale up, or down.
From ‘office hours’, to ‘out-of-hours’ to global 24/7/365, you tell us when you want coverage. Scale as and when required.
Multi-variant customer support
We provide our clients with multi-channel help desk solutions including voice, email and live chat, all supported by highly trained and well-educated support personnel. We provide multilingual support throughout all support channels.
Tier 2 onwards…
Although we pride ourselves on early first contact resolution in Tier 1 Help Desk, we provide highly skilled engineers and development resource, including DevOps in Tiers 2 and 3 to completely extend your Service Desk. Your offshore engineers will become proficient in the processes in your playbook. We have highly skilled development resource, certified in all major technologies.
Why choose ESG IT help desk services?
Robust, service-focused and customer-centric IT help desk services
IT managed services in 25 languages across more than 100 organisations in 15 countries globally
Rapid scalability in end-user support, up or down, as IT support requirements evolve
Rapid knowledge transfer of existing customer support and IT help desk services
ESG Global's IT customer support services
ESG provides a wide range of comprehensive business IT services to small, medium, and large-sized businesses that require full or part-time IT support, service desk support, helpdesk support, customer support, or technical support. We provide our clients with 360 degree tailored fully managed solutions.
Benefits of ESG's managed IT support services
Inexpensive
Offshore customer support driving your costs down
World-class
Your contact is with us in the UK from sales to day-to-day account management
Delight your end-users
Customer support made up of expert people and expert systems
Tailored packages
Flexible customer support tailored to perfectly suit your requirements
Open all hours
Outsource your customer support 24/7/365 or whatever timings suit you best
A natural extension to your business
Our offshore customer support seamlessly connects with your existing operations
Now you know the benefits. let's get moving forwards...
let us know what you need and receive an immediate individual costing for outsourced service desk
Customer Support & help desk service FAQs
A help desk service organizes and manages customer and end-user support communication to provide rapid and effective support incident resolution . An outsourced help desk should empower the existing support team or provide a superior entirely outsourced solution to provide customers with the best in-class support user experience (UX).
When choosing a customer support and help desk service provider for the IT help desk, the crucial factors are pricing structure, resolution rates and SLAs, experience at the required tier levels of support, quality assurance controls, reporting, customer satisfaction analysis, and metrics. Contact ESG to ensure you engage the best provider of outsourced help desk support.
In-house support is not only more expensive in terms of direct salaries but once the auxiliary management, HR and management employees are added into the mix then the cost benefits of offshoring customer support are difficult to ignore.
The offshore customer support organisation are experts in help desk support and so should implement enhanced support resolution and customer satisfaction.
The churn of support staff, increasing remuneration expectations, rostering and headache can now be borne by your offshore support providers.
- Support workflows have become too time-consuming and resource-intensive for the existing help desk function.
- Hiring and training new employees have become exhaustive and a distraction for the business.
- To solve problems and improve operations, the company needs new SMEs and the experience of a dedicated offshore customer support supplier.
Cost reductions are required to provide your end-users with 24/7/365 round the clock IT support.
Let ESG become an inexpensive and natural customer support extension to your organisation.
Testimonials
"We were delighted by the way ESG handled support services for us and we consider them to be an extension and our partner in IT support. We have found their responsiveness to incidents at all stages and commitment to get the job done to be excellent."
Marcus Fields | Grant Thornton
Project Delivery Manager"ESG operate as our supplier of Managed Services. They have effectively reviewed IT infrastructure, made recommendations and ensured we operated efficiently.
The service desk is always friendly, communicative and able to assist regardless of the level of knowledge of users. Onboarding was surprisingly seamless and pain-free. ESG is our ‘go-to’ IT support company in the areas that we have utilized them in."
Russell Rodriguez | GE Healthcare
Service Delivery Manager"We have just completed a 2 year project with ESG providing a team in Mumbai. I have been impressed by the professionalism of ESG in setting this up for us, taking away a substantial amount of the frustration associated with establishing the team. Even more reassuring was the ability ESG showed to maintain and manage the team as our requirements changed and developed. The ESG team are very flexible in the service provided, are always available, and happy to help when it is needed."
John Hannawin | I-Next limited
Managing Director"The contribution made by ESG was beyond our expectations in terms of speed, quality, and cost saving. What we appreciated most was the flexibility and transparency displayed by the team. We would definitely like to work with them in the future and recommend them to any business looking to outsource."
Naazim Shaikh | Agoda
Head - Operations"ESG offers a highly professional service with a dedicated and passionate team.
We would like to thank them for the 5 years of hard work and
support provided to our clients."
Ted Ryan | Barclays
Service Delivery Director"ESG Global have been providing IT support and help desk services for Maark since 2018.
The team at ESG has, in those years, helped manage some of our most mission-critical applications. They’ve been great collaborators for our business, and worked directly with our clients on many occasions to help address issues directly as a part of our team. We’ve been lucky to have them."
Michael Colombo | MAARK: A WillowTree Company
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