ESG provides extremely cost-effective, world-class offshore Service Desk as an extension (co-source) to your existing team or a completely outsourced alternative.
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.
Don’t let your support end in Tiers!
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.
Tailored and scalable service desk
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.
A service desk that exceeds the sum of its parts
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.
Inexpensive
An offshore service desk team driving your costs down
World-class
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
Now you know the benefits. let's get moving forwards...
Just let us know what you need and receive an immediate individual costing for offshore inexpensive Managed IT Services
At ESG we take your privacy seriously and will only use your data to provide you information related to your business enquiry. Read our full privacy policy here.
For those who do not live and breathe service desk here’s a quick overview
Although the traditional levels of support often overlap they generally range from Tier 1 to Tier 3 support and there are general guidelines which 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 technical support outsourcing covers the initial handling and triage of simple to complex queries and escalations and ESG provide ad hoc to 24/7/365 1st line support outsourcing.
Second line support usually covers technical issue resolution and support involving the resolution of issues related to BAU (business as usual). In application support, for instance, this may involve small scale application development but 2nd line support can apply to the technical issue resolution of any type of product or service. ESG are a proven efficient and cost-effective outsourced help desk provider in 2nd tier support.
An outsourced help desk that covers third line support covers deeper product and service development for resolution of incidents and intersects with DevOps. We provide expert and cost-effective Tier 3 and DevOps capability to our clients in multiple skill-sets.