Help Desk Outsourcing in the Philippines
Technical Support and Help Desk Outsourcing with Emapta
There are several ways to upgrade your existing IT service management (ITSM) or the end-to-end delivery of IT services to your customers. You can hire in-house to expand your existing IT help desk team or add more IT support specialists who can help build new capabilities.
If you choose the latter, you’ll need IT department team members who are proficient in many IT Infrastructure Library (ITIL) framework core processes, including:
- Service request management
- Knowledge management
- IT asset management
- Incident management
- Problem management
- Change management
It can be difficult for your internal teams relying on onshore and nearshore resources to find and afford IT team members with the extensive skill sets necessary to provide the high-quality customer experience your customers demand. In addition to high labor costs, the cost to support the IT infrastructure can be prohibitive.
IT professional services firms or startups with a one-man help desk team often end up shelving their onshore scaling plans due to structural, talent, or cost issues. That doesn’t have to happen to your business.
A cost-effective alternative for IT support service providers is building a 100% outsourced help desk. However, if your managed service providers (MSPs) or outsourcing companies rely on American or Australian outsourcing markets, the high prices may increase your operating costs, impacting your profitability.
A better option is to partner with Emapta. We partner with you to help build easily scalable and flexible offshore help desk operations based in the Philippines, Macedonia, and Sri Lanka, giving you the cost efficiencies Asian economies offer. This enables complete resource utilization, better customer support, and up to 72% in cost savings for an improved bottom line.
70% cost savings + 30-60%* efficiency gains + Unmatched Customer Service =
100% Peace of Mind
*as reported by current clients.
A technical support and help desk team of your own
Help desks and call centers are crucial for ensuring customer satisfaction, especially in highly technical industries. Outsourced help desk support provides IT professionals with a comprehensive view of customer service requests and other important metrics enabling faster response times and more effective incident management.
Additionally, they offer powerful reporting capabilities that allow technicians to quickly identify recurring call types and prioritize service-level agreements (SLAs). With these tools, help desk professionals can identify the root causes of customer issues and create knowledge bases to ensure they can provide the best customer service possible.
Looking for specific tech support and help desk services? Speak with our IT staffing specialists to get flexible staffing solutions. With over 13 years of experience, they are prepared to help you build successful outsourced IT help desk support teams.
What our team does
Emapta can provide certified professionals, high-end facilities, reliable offshore IT infrastructure, and transparent pricing models for your service desk needs. Your team can work remotely or from one of our 18 offices with 24/7 IT support. We can support your time-zone shift requirements as well.
With our large premium, English-proficient talent pool, Emapta can help you quickly source 1-2 IT help desk outsourcing staff or build a team of 20-50 people. Our dedicated team of recruiters tap into our extensive candidate database of IT professionals. We give our clients the freedom to customize and scale as their IT help desk services change.
We manage the complex and demanding outsourced help desk services environment and limit employee attrition by fostering an engaging and learning-centric work culture. We provide your outsourced help desk support team members with training programs, certification courses, and health and wellness activities throughout the year to ensure that they are thoroughly trained, motivated, and fit for work.
Technical support and help desk team structure for small businesses
Help desk outsourcing in the Philippines usually consists of frontline support members. This means that they are the first point of contact for your customers when they need help regarding the functionality and use of your IT-related products or services. The function of this team is to manage incoming requests (usually via ticketing systems), quickly troubleshoot problems, and resolve technical issues to provide and maintain customer satisfaction.
For smaller organizations, help desk and service desk teams can be combined. While the service desk focuses on delivering services to end-users (this is where contact centers come in to interact with the customer and coordinate possible issues with the support engineers in help desk teams), the help desk focuses on troubleshooting and other technical solutions (incident management or break-fix issues).
Emapta’s outsourced help desk support teams are comprised of entry-, mid-, or senior-level professionals in the following roles:
- IT Operations Manager
- Service Desk Manager
- Service Desk SME
- Service Desk Analysts/Specialists from Levels 1-3 (Levels may depend on the size of your organisation)
If you’re interested in offshoring technical support teams but would like a referral from a peer, please let us know so we can connect you to one of our satisfied partners.
Not ready to build a team yet? No worries! Check out our pricing. What we quote is what you pay for — no hidden costs, no upfront payments.
