Best outsourced customer support & help desk service provider

Our customer & help desk support are much more than a traditional IT support desk. We provide certified bespoke support professionals available ad-hoc to 24/7/365. Our help desk services provide tailored efficient solutions with a guaranteed cost reduction.

Increase the performance of your customer support.

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

Outstanding and inexpensive help desk support

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.

Flexible, scalable, multi-channel help desk IT support

Flexible, scalable and bespoke help desk

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.

Multi-variant customer support

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.

Tier 2 onwards…

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.

Why choose ESG IT help desk services?

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

ESG Global's IT customer support services

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.

Benefits of ESG's managed IT support services


Offshore customer support driving your costs down


Your contact is with us in the UK from sales to day-to-day account management

Delight your end-users

Customer support made up of expert people and expert systems

Tailored packages

Flexible customer support tailored to perfectly suit your requirements

Open all hours

Outsource your customer support 24/7/365 or whatever timings suit you best

A natural extension to your business

Our offshore customer support seamlessly connects with your existing operations

Now you know the benefits. let's get moving forwards...

let us know what you need and receive an immediate individual costing for outsourced service desk

Customer Support & help desk service FAQs

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.

  • Support workflows have become too time-consuming and resource-intensive for the existing help desk function.
  • Hiring and training new employees have become exhaustive and a distraction for the business.
  • To solve problems and improve operations, the company needs new SMEs and the experience of a dedicated offshore customer support supplier.

Cost reductions are required to provide your end-users with 24/7/365 round the clock IT support.

Let ESG become an inexpensive and natural customer support extension to your organisation.

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