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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First line support is the initial point of contact that customers or users have with an organization when they need help or assistance with a product or service, typically provided by a customer service representative or technical support team. The role of first-line support is to provide a quick and efficient resolution to the customer’s enquiry or problem or to escalate the issue to a higher level of support, if necessary.
First-line support is also known as Level 1 support and is responsible for troubleshooting and resolving basic technical issues, answering customer questions, and providing information and guidance to customers. First-line technical support outsourcing covers the initial handling and triage of simple to complex queries and escalations. ESG provides ad hoc to 24/7/365, shared or dedicated, 1st line support outsourcing.
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.
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. As well as first line technical support outsourcing we offer comprehensive and inexpensive second and third line 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.
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
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.
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