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Managed service providers (MSPs) assist by remotely managing other organisations’ IT infrastructure. ESG Global Services is one of the leading managed service providers, providing bespoke flexible service models from shared to dedicated teams in Managed IT Services, including 24/7/365 Service Desk (Tier 1 to Tier 3) DevOps, Cloud Infrastructure Support, CMS support, RMM (remote monitoring and management) and functions of service delivery such as change management support. As your IT partner, we will provide complete IT support and guidance to optimise and maintain your company’s IT infrastructure.
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.
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.
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.
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.
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.
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.
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.
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.
An offshore service desk team driving your costs down
Your contact is with us in the UK from sales to day-to-day account management
A service desk made up of expert people and expert systems
A service desk to perfectly suit your requirements
Outsource your service desk 24/7/365 or whatever timings suit you best
Our offshore service desk seamlessly connects with your existing operations
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
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