Help Desk Outsourcing
L1 to L3 Technical Support, 24/7, With an SLA That Means Something
A help desk is judged on the hour a server dies at two in the morning, not on the ninety-nine calm days before it. Ours runs around the clock with certified engineers, a real escalation path, and a ticket you can follow from the first call to the field visit that closed it.
- L1 / L2 / L3 escalation
- 24/7/365, one-hour response
- ITIL-aligned process
- Field dispatch included
Running live queues for
What an Outsourced Help Desk Gives You
Six things that are hard to build with an internal team of three.
Genuine Out-of-Hours Cover
Nights, weekends and holidays staffed by people on shift, not by an engineer with a phone by the bed and a rota nobody wants.
Escalation That Exists
L1 triage, L2 engineering, L3 specialist — a real path with named owners, rather than a single tier that either solves it or apologises.
Tickets With Real SLAs
Response and resolution targets per priority, measured on the platform, reported weekly. A breach shows up in the report before it shows up in a complaint.
Dispatch to the Site
When it cannot be fixed remotely, the ticket becomes a field visit with the technician, the address and the history already attached.
Six Languages
English, Romanian, French, Spanish, Italian and German, so a European user base gets support in their own language from one desk.
Knowledge That Accumulates
Every resolution goes back into the knowledge base, so the second occurrence is an L1 answer instead of a third escalation.
AI, in three places
Three capabilities, on every service we run
We did not rename the business around AI. These three sit underneath the contact centre, the BPO desk and the IT helpdesk alike.
AI voice agents
Answer the queue end to end in Romanian: identify the caller, resolve from the knowledge base, open the ticket, dispatch a technician, or transfer with context.
AI assist for human agents
Live coaching on the call. It listens, finds the relevant article and shows the next step — what to say, what to ask, and the source it came from.
AI quality & analytics
Automatic call sampling, transcription and scoring against your own scorecard, so QA reviews a representative set rather than whatever is easiest to find.
How the Desk Takes Over
Four steps, and nothing goes live before the runbooks are written.
- 01
Estate & Priority Mapping
What you run, who uses it, what counts as critical, and who must be woken at three in the morning for which failure.
- 02
Runbooks & SLA
Documented procedures per common incident, escalation matrix, and response and resolution targets you sign rather than inherit.
- 03
Pilot on Live Tickets
The desk takes real tickets under supervision, so the gaps in the runbooks show on a working day rather than during an incident.
- 04
Full Cover & Weekly Review
24/7 handover, weekly SLA and volume reporting, and a quarterly review of what keeps breaking and why.
FAQ
Help Desk Outsourcing — Common Questions
What IT managers ask before giving up the ticket queue.
L1 triages, identifies and resolves known issues from runbooks and the knowledge base. L2 is engineering: configuration, infrastructure, anything needing access rather than instructions. L3 is specialist — the vendor escalation, the root cause analysis, the change nobody has made before. All three are ours; you are not handed a phone number for tier two.
One-hour response on critical incidents as standard, with resolution targets set per priority during onboarding. They are measured on the platform and reported weekly, so a breach is visible to both sides at the same time.
Both. End-user support — accounts, devices, Microsoft 365, access — and the infrastructure behind it: servers, networks, backup, monitoring. Splitting the two across vendors is how a ticket spends a day being handed back and forth.
The ticket becomes a dispatch with the technician, the address and the full history attached, and it stays one ticket through to closure rather than restarting as a new request.
Yes, if you have one. If you do not, the desk runs on HELION — the platform we built for our own operation — and you get access to the queue, the SLAs and the reports.
The help desk answers and resolves; managed IT services also own the estate — patching, monitoring, roadmap, lifecycle. Many clients start with the desk and add the rest once the ticket volume shows where the recurring failures are.
Go deeper
Pages for the thing you actually need
Each one covers a single service or a single sector, with the questions procurement asks about it.
Services
AI-answered. Human-guaranteed.
Need the Queue Answered at Three in the Morning?
Tell us your estate, your users and what counts as critical. We come back within one working day with a cover model and a price.