London | Mumbai:
+44 (0) 207 609 2800
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New York: +1 (0) 646 757 1645
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info@esgglobalservices.com
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ESG provides extremely cost-effective, early first contact resolution, world-class offshore Tier 1 to Tier 3 customer support as an extension (co-source) to your existing team or a completely outsourced alternative. Often regarded as Tier 1 in the Service Desk model, customer support (or Help Desk) is the front line and the most important interface between you and your clients. Often regarded as Tier 1 in the Service Desk model, customer support (or Help Desk) is the front line and the most important interface between you and your clients.
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.
Just because our help desk support services give a cost saving over in-house customer support should not mean that you lose control. We believe that outsourcing your help desk should increase the quality of support. “We loved the fact that our desk improved in productivity and end-users were won over quickly to our outsourcing to ESG”- Russell Rodriguez | GE Healthcare
Robust, service-focused and customer-centric IT help desk services
IT managed services in 25 languages across more than 100 organisations in 15 countries globally
Rapid scalability in end-user support, up or down, as IT support requirements evolve
Rapid knowledge transfer of existing customer support and IT help desk services
We offer flexible and bespoke service models from shared (bureau) resource to dedicated individuals and teams. When our clients’ business requirements change we rapidly and seamlessly scale up, or down.
From ‘office hours’, to ‘out-of-hours’ to global 24/7/365, you tell us when you want coverage. Scale as and when required.
We provide our clients with multi-channel help desk solutions including voice, email and live chat, all supported by highly trained and well-educated support personnel. We provide multilingual support throughout all support channels.
Although we pride ourselves on early first contact resolution in Tier 1 Help Desk, we provide highly skilled engineers and development resource, including DevOps in Tiers 2 and 3 to completely extend your Service Desk. Your offshore engineers will become proficient in the processes in your playbook. We have highly skilled development resource, certified in all major technologies.
ESG provides a wide range of comprehensive business IT services to small, medium, and large-sized businesses that require full or part-time IT support, service desk support, helpdesk support, customer support, or technical support. We provide our clients with 360 degree tailored fully managed solutions.
Offshore customer support driving your costs down
Your contact is with us in the UK from sales to day-to-day account management
Customer support made up of expert people and expert systems
Flexible customer support tailored to perfectly suit your requirements
Outsource your customer support 24/7/365 or whatever timings suit you best
Our offshore customer support seamlessly connects with your existing operations
Just let us know what you need and receive an immediate individual costing for offshore inexpensive Managed IT Services
A help desk service organizes and manages customer and end-user support communication to provide rapid and effective support incident resolution . An outsourced help desk should empower the existing support team or provide a superior entirely outsourced solution to provide customers with the best in-class support user experience (UX).
When choosing a customer support and help desk service provider for the IT help desk, the crucial factors are pricing structure, resolution rates and SLAs, experience at the required tier levels of support, quality assurance controls, reporting, customer satisfaction analysis, and metrics. Contact ESG to ensure you engage the best provider of outsourced help desk support.
In-house support is not only more expensive in terms of direct salaries but once the auxiliary management, HR and management employees are added into the mix then the cost benefits of offshoring customer support are difficult to ignore.
The offshore customer support organisation are experts in help desk support and so should implement enhanced support resolution and customer satisfaction.
The churn of support staff, increasing remuneration expectations, rostering and headache can now be borne by your offshore support providers.
Cost reductions are required to provide your end-users with 24/7/365 round the clock IT support.
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