Tier-one issue resolution
Access problems, configuration questions, and known issues resolved without touching engineering.
Outsourced service
Help Desk Outsourcing
An outsourced service desk that resolves what is documented, escalates what is genuinely novel, and keeps your engineers out of the ticket queue.
Discuss help desk outsourcing
What we handle
Resolve tier one, escalate cleanly.
Choose the tasks you need now and expand the scope when the workload changes.
Ticket triage and categorisation
Consistent categorisation so reporting reflects reality and trends are visible.
Account and access management
Provisioning, resets, and permission changes handled through a documented process.
Onboarding and offboarding support
Account setup and revocation as a checklist rather than an afterthought.
Documented escalation to engineering
Escalations arrive with reproduction steps and context attached, not as forwarded confusion.
SLA tracking and service reporting
Response and resolution times tracked against the targets you committed to.
Designed around you
Help Desk Outsourcing built around your existing workflow.
We adapt to your tools, communication rhythm, approvals, brand standards, and escalation process.
- Clear task ownership and priorities
- Documented processes and access controls
- Regular reporting and performance check-ins
- Capacity that can grow with demand
Best suited for
- Companies whose engineers answer support tickets
- Businesses growing headcount faster than IT capacity
- Teams with no consistent ticket categorisation
- Organisations with SLA commitments to meet
Where this runs
Delivery, sectors, and further reading.
Free consultation
Start with a help desk outsourcing plan, not a sales call.
Tell us what your team is spending time on and we will scope the help desk outsourcing coverage, team size, and reporting that fits.
- A scoped help desk outsourcing plan for your workload
- Coverage hours, team size, and tools confirmed up front
- No obligation and no cost for the consultation
FAQ
Help Desk Outsourcing outsourcing, answered directly.
Common questions about outsourcing help desk outsourcing.
Our agents handle tier-one work: password resets and access problems, account provisioning and permission changes through your documented process, configuration questions, known issues with a documented fix, and onboarding and offboarding checklists. They also triage and categorize every ticket. Anything new, anything needing code or infrastructure changes, and anything touching production systems goes to your engineers. The escalation arrives with reproduction steps, screenshots, what was already tried, and the affected user's details, so your engineer does not have to start by asking questions. As your engineers document more fixes, those fixes move down into tier one and fewer tickets need escalating.
Agents need your ticketing tool, such as Jira Service Management, Zendesk, or ServiceNow, your knowledge base, and enough administrative rights to perform the tasks you delegate, such as resetting a password or adding a user to a group. Those rights should be scoped narrowly. We ask for named accounts, multi-factor authentication, and role-based permissions in your identity system, and tier-one work does not need domain-wide or production access. Every privileged action should be logged on your side. Identity verification before a reset follows your procedure, since a help desk is a common target for social engineering. You can revoke access at any time.
Thin documentation is common, and it is the first thing to fix. After the discovery call, a project manager reviews your recent tickets to find the most frequent request types, then works with your IT or engineering staff to write a short resolution article for each. Agents train on those articles and your tools, then start with the documented categories while everything else escalates. Each escalation your team resolves is a candidate for a new article, so tier-one coverage grows from real tickets. You will need to give some of your engineers' time early on. That investment is what takes them out of the queue later.
Yes. Coverage hours are set around when your users work, which may be extended business hours, weekends, or around the clock for distributed teams. Decide what after-hours coverage should accomplish. Tier-one fixes can be completed at any hour, but an escalation at night needs either an on-call engineer or a clear rule that it waits until morning. We build that rule into the process, with a definition of which incidents justify paging someone. Planned events such as a large onboarding wave, a migration, or an office move bring predictable spikes, so share the dates early and staffing can be adjusted.
Response and resolution targets are defined with you during scoping, by priority level, and tracked in your ticketing tool so you see the same numbers we do. Reporting covers volume by category, response and resolution times against target, the share of tickets resolved at tier one, reopened tickets, and user satisfaction where you collect it. Tickets are reviewed against a scorecard for correct categorization, clear notes, the right fix, and proper identity checks. Consistent categorization matters because it shows which recurring issues deserve a permanent fix. The reporting rhythm is agreed up front, and major incidents are escalated under your incident process.
These follow written procedures with no discretion. For resets and access changes, the agent verifies the requester using the method you specify, and requests that fail verification are refused and logged, however urgent the caller sounds. Permission changes need the approval your policy requires, recorded in the ticket. Offboarding runs as a checklist triggered by your HR or manager notice, so accounts are disabled on time and nothing is missed. Agents do not decide who gets access to what. They carry out your rules and leave a record. Suspected phishing or account compromise is escalated to your security contact.
Ask to see a sample escalation ticket, since that shows how much work lands back on your engineers. Ask how agents verify identity before a password reset. Ask what access they expect and whether they accept named accounts with narrow permissions. Ask how they build a knowledge base from your tickets, and who owns it if you leave. It should be you. Ask whether agents are dedicated to your desk or shared across clients, and how targets are set. Be wary of resolution promises made before anyone has looked at your ticket history, because that history decides what tier one can realistically close.
If you have a small number of users who sit near your one IT person and like it that way, outsourcing adds process without much benefit. It is also a poor fit when most tickets are new engineering problems, because a tier-one desk would only pass them along. If nothing is documented and no engineer can spare time to help document it, the desk will escalate nearly everything at first. And where security policy or client contracts forbid outside staff from holding administrative rights, the scope may shrink to logging and triage, which can still be useful but should be scoped and judged as that.
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