Robust, expert second-line technical service desk outsourcing.

All the cost savings of offshored level 2 support with the confidence to consistently exceed in-house metrics and SLAs.

Second line technical support outsourcing - why ESG?

For end-users who experience challenges or problems that even the most efficient first line technical support is unable to quickly resolve, second line technical support offers an advanced level of technical support.  A higher or deeper level of skill sets are required by the technicians at 2nd level, who are able to troubleshoot and address more complicated problems with their deeper understanding of the systems being supported. Using specialized tools and resources such as in-depth diagnostic tools may also be a part of second line support.

Examples of second line support, also known as 2nd tier and level 2 support, are software and cloud development support, database support, support of hardware and networks along with a client’s own bespoke software, publishing tools, dashboards, and tool-sets.

From analyzing and resolving issues with AWS/Azure/GCP, proactive remote monitoring, management and optimization of systems, resetting systems, and handing off lower level support to third level support and vendors, second line support encompasses myriad systems, processes, and skill-sets.

ESG provides expert dedicated and bureau second line support, trained in the very specific client systems, channels, software and tools with cost-savings whilst exceeding in-house or incumbent service desk providers.

ESG technical support working as an extension to your team

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 second line technical support outsourcing we offer comprehensive and inexpensive first and third line IT service desk solutions to fit your specific organization’s outsourced IT requirements.

IT service desk support to wow your user base

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.

A seamless transfer to ESG offshore service desk

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.

Benefits of outsourcing technical support & service desk to ESG


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

Delight your end-users

A service desk made up of expert people and expert systems

Tailored packages

A service desk to perfectly suit your requirements

Open all hours

Outsource your service desk 24/7/365 or whatever timings suit you best

A natural extension to your business

Our offshore service desk seamlessly connects with your existing operations

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    Looking for inexpensive efficient robust B2B technical support?