Technical Support / Help Desk
Outsource Technical Support and Help Desk Teams with Emapta
If you want to upgrade your existing IT service management (ITSM)—or the end-to-end delivery of IT services to your customers—you can either expand your existing help desk team by adding more IT specialists with similar skill sets to build new capabilities by hiring team members who are proficient in these IT Infrastructure Library (ITIL) framework core processes:
Service request management
IT asset management
Typically, IT professional services firms or startups with a one-man help desk team resort to shelving their onshore scaling plans due to structural, talent, or cost issues. A cost-effective alternative that IT providers have used in recent years is building a 100% offshore help desk outsourcing team or a combination of onshore and offshore IT help desk outsourcing teams.
Top help desk outsourcing companies like 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 either remotely or report in one of our 14 offices with 24/7 IT support.
Emapta can help you quickly source 1-2 IT help desk outsourcing staff or build a team of 20-50 people with our dedicated team of recruiters who tap into our extensive candidate database of IT professionals. We balance the complex and demanding outsourced help desk services environment and prevent high employee attrition by fostering an engaging and learning-centric work culture. We provide your help desk team members with training programs, certification courses, and health and wellness activities throughout the year to ensure that they’re are upskilled, fulfilled, and fit for work.
Learn More: Top Talent, Total Care: Our Recruitment and Retention Secrets to Low Attrition Rate, Access to the Top Help Desk Talent and Employee Engagement
Looking for specific outsourced NOC and help desk services? Talk with our IT Subject Matter Expert with a proven track record and broad experience in building successful IT teams across operations and infrastructure divisions.
Help desk outsourcing in the Philippines usually consists of frontline support members, meaning they are the first point of contact with your customers when they need help regarding 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 issues to provide and maintain top-notch customer satisfaction.
Emapta has extensive experience in setting up help desk and service desk teams composed of entry–, mid- or senior-level professionals assuming the following roles:
Technical Support / Help Desk / Service Desk Team sample setup
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)
For smaller organisations, help desk and service desk teams can be combined. The main difference between the two is that service desk focuses on delivering services to end-users as a whole (this is where contact centers come in to interact with the customer and coordinate possible issues with the support engineers in help desk teams) and its subset, help desk, focuses on troubleshooting and other technical solutions (incident management or break-fix issues).
If you’re interested in offshoring technical support teams but would like to hear it straight from a peer who has done it, contact us and we can get you a referral from one of our existing partners.
Not ready to build a team yet? No worries! We’ve also helped firms who planned to start with hiring 1-2 staff offshore and browse our individual roles.