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Best offshore technical support & outsourced service desk provider

ESG provides an extremely cost-effective, world-class offshore Service Desk as an extension (co-source) to your existing team or a completely outsourced alternative. If you already have an operational service desk then we will seamlessly transition your service desk to our teams. Other than ensuring ours are the most inexpensive service desk solutions we are obsessively focused on end-user satisfaction with the analysis of service desk key metrics at every stage.

We provide flexible solutions, perfectly aligned to our client support requirements, from dedicated service desk to shared technical service desk (a.k.a bureau service desk).

Cost effective ITIL-aligned features when you choose ESG technical support outsourcing

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. Once the service desk is setup is when ESG really comes into its own with ongoing service monitoring and optimisation being key to a long-term effective service desk.

Best in-class IT service desk support

We offer a spectrum of technical support options, from an extension to our clients’ in-house IT teams, first line technical support, second line & third line support, to fully outsourced services for complete technical service desk support. We will take you through the stages of high-level discovery to establish the best options for your organisation. It is important to know what to look for when sourcing a service desk outsourcing partner and how ESG consistently exceeds those expectations.

Don’t let your Service desk support end in Tiers!

Service Desk is often discussed in Tiers, usually Tier 1 to Tier 3 support. Although useful, these levels almost always overlap, and other models often fit some organisations better. We will not shoehorn any model in when you come to us to outsource your service desk. We consider the elements that are working best for you or what we think, from our decade-and-a-half long experience, what will work best. Service desk to delight your clients and customers, not leave them in tiers.

Tailored and scalable service desk

Whether you prefer a shared (bureau) outsourced service desk or you need a dedicated team, we tailor our plans to you and we quickly scale up, or down, as your business changes.

You tell us when you want the differing elements of your outsourced service desk, from ‘daytime hours’, to ‘out-of-office-hours’ to global 24/7/365, Change the timings of your service desk when you need to.

A service desk that exceeds the sum of its parts

As well as Tier 1 Help Desk, we provide fantastically skilled and certified engineers and developers at all levels of your offshore Service Desk. These experts include, of course, DevOps, proficient in all well-known (and many not well-known) technologies.

Let ESG become an inexpensive and natural service desk extension to your organisation.

ESG technical support working as an extension to your team

While you concentrate on expanding your company, ESG will handle your IT Service Desk support and provide the levels of service and care that build client loyalty. We offer comprehensive and inexpensive IT service desk solutions to fit your specific organization’s outsourced IT requirements

IT service desk support to wow your user base

ESG has all the expertise and experience you need, without the expense and commitment involved in recruiting and retaining in-house staff. Either contact us for a sparkly new service desk or click here to see how we will transition your service desk painlessly and rapidly to our expert and experienced service desk teams.

A seamless transfer to ESG offshore service desk

The thought of transferring to an outsourced service desk is often blighted by fears that the transfer will be painful and onerous. Nothing could be further from the truth when outsourcing service desk to us. We will hand-hold you and your team through the discovery processes, toolset configuration, knowledge-transfer and service desk handover. Once the service desk is transitioned then we implement ongoing service monitoring to ensure the new efficiencies are maintained.

Service desk transition

A painless service desk outsourcing transition

Telephony onboarding

Seamless transition of the telephony support channel

Remote process onboarding

Remote unobtrusive observation of existing support members

Benefits of outsourcing technical support & service desk to ESG

Inexpensive

An offshore service desk team 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

A service desk made up of expert people and expert systems

Tailored packages

A service desk to perfectly suit your requirements

Open all hours

Outsource your service desk 24/7/365 or whatever timings suit you best

A natural extension to your business

Our offshore service desk seamlessly connects with your existing operations

For those who do not live and breathe service desk, here’s an overview:

Although the traditional levels of support often overlap they generally range from Level 1 to Level 3 support and there are general guidelines that define each tier. ESG provides outsourced technical support in all tiers (a.k.a. first-line, second-line, and third-line outsourced technical support services).

First-line support:

First line support is the initial point of contact that end-users have with an organization and covers the initial handling and triage of simple to complex queries and escalations. ESG provides ad hoc to 24/7/365 1st line support outsourcing. More here: first-line technical service desk outsourcing.

Second-line support:

Aka level 2 support, this refers to the second level of technical support within an organization and involves more advanced troubleshooting and problem-solving than the first level of support, and is generally provided by more experienced support technicians or engineers. More here: second line technical support outsourcing.

Third-line support:

Level 3 support refers to the third and highest level of technical support within an organization. It typically involves the most complex and difficult problems, and is often provided by experts or senior-level technicians and deveiopers/engineers. Tier 3 support may involve debugging software or hardware, researching and developing new solutions, or working with vendors or other external parties to resolve issues. It also includes the escalation of issues that cannot be resolved by level 1 or level 2 service desk support. Level 3 support is the final point of escalation within an organization, and is responsible for finding a resolution to the problem or incident.

An outsourced help desk that covers third-line support covers deeper product and service support for the resolution of incidents and can intersect with DevOps. We provide expert and cost-effective Tier 3 and DevOps capability to our clients in multiple skill sets.

DevOps:

DevOps is a set of practices that combines software development (Dev) and IT operations (Ops) to shorten the systems development life cycle while delivering features, fixes, and updates frequently in close alignment with business objectives. The goal of DevOps is to improve collaboration and communication between development and operations teams, with the ultimate goal of delivering software faster, more frequently, and with higher quality. It involves the use of tools and methodologies such as automation, continuous integration, and continuous delivery to streamline the software development process.

Related terms: Service desk suppliers | Help desk services | Customer services outsource | Customer support offshore | Technical support

Where next? First line technical support outsourcing | Second line technical support outsourcing

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

Partner, Managing Director

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World-class but inexpensive technical service desk outsourcing