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IT Help Desk Outsourcing Services

IT Help Desk Services and Support are more popularly being outsourced across all industries, both public and private. Enterprises are realizing that outsourcing their internal IT Help Desk needs has many benefits, and no greater benefit than the cost savings associated with making the change. Like any other service, if an IT Help Desk is not something you specialize in, it can be cost prohibitive to hire and train the staff you need to support your end users. In addition, it can create much capital expense to the business to purchase and maintain the tools needed to run the desk effectively.

Many organizations have moved to an operating expense model by outsourcing their IT Help Desk while allowing the internal IT Staff to focus on the management of the outsourced company.

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VST provides you with complete remote support services - the smarter and more effective way of dealing with the issues you can face with company computers, networks, accounts, and other technical matters. Whether you are suffering from difficult hardware issues or complex software problems, most IT-related stresses can be taken care of with remote support.

With the latest in technology and extensive training, our staff is equipped to deliver consistent, reliable IT Help Desk Outsourcing & Incident Management to enhance your team's capabilities. Each of our technical specialists is trained and certified in a wide range of hardware and software solutions. Our services are customized to meet your needs and to flexibly scale with your changing business.

Help Desk Services for Small & Medium Size Businesses

Most small businesses follow an agile organization model: small teams that fulfill multiple roles across verticals. As your business grows, so does the support volume. Soon you see the need for timely customer assistance, oftentimes beyond what a multi-tasking internal team can provide. Considering the high cost of hiring, training & managing a robust in-house team, a growing number of technology companies are deciding to opt for an outsourced team. Not only does this bring in operational efficiency, but allows for additional benefits like quick ramp-up, better quality control, and keeping up with technology; not to mention the cost-saving.

VST has more than 18 years of experience, modern infrastructure, and an aggressive pricing model. We are working with companies ranging from MSPs, IT Hardware companies, IT Software companies, Retailer & Ecommerce companies, Finance companies, Travel & Hospitality majors, and other specialized businesses. We also manage technical infrastructures such as VPNs, Servers, Cloud etc. We are the preferred outsourced IT help desk company with a 24/7 delivery center.

Help Desk Service Channels

Phone Calls

Emails & Tickets

Live Chat

NOC Management

Incident Management

What We Offer:

VST understands that one solution does not fit all. We tailor our solutions to meet each company's fundamental needs. We have you covered whether it's onshore or off, remote work or in contact centers, multilingual help desk services, 24x7x365, after-hours or overflow. We support employees anywhere and on any device. We can provide ticketing tool recommendations, use our proprietary system or work with your in-house system.

We invest in automation and AI technology to assist our agents. This enables them to perform tasks faster and with more accuracy. The AI technology we use reduces repetitive tasks and automates routine employee inquiries. By enhancing productivity, VST empowers support representatives to spend extra time on more complex tasks; those requiring empathy and problem solving.

Our help desk solutions include:

  • Remote takeover (RTO)
  • POS support
  • Hardware troubleshooting
  • Software support
  • Operations & logistics support
  • Mobile and BYOD support
  • Field service support

We offer assistance with software issues from password resetting to complex issue investigation on the code level. With IT help desk outsourcing, you don't need to hire and train support personnel and still can remain sure that your software and its users are taken care of. VST deploys Outsourced Help Desk Support Infrastructure, Including:

  • Access to a certified, US-based Help Desk technical staff
  • 24x7 coverage capability and real-time monitoring
  • Online live support featuring DesktopStreaming™ technology
  • Online live support chat capabilities
  • Team leader and project manager provided
  • Multi-technology support
  • Complete trouble ticket tracking and reporting solution
  • Web-based incident reporting and status tools for end users
  • Tiered service levels and custom response requirements available
  • Optional shared operational control with your in-house help desk team
  • On-site escalation support available
  • Branded customer satisfaction (CSAT) surveys

Why VST?

Help desk outsourcing provides your customers and employees with round-the-clock remote support without the high costs generally associated with offering in-house help desk support. As your business continues to grow and develop a loyal customer base, providing comprehensive IT help desk support can become costly and often times inefficient.

Any qualified outsourced help desk ensures that your internal staff is supported on every technical level, and that their problems are solved efficiently - whether it be a simple password reset or to fix an issue with the entire network. Using our expert IT help desk professionals to supplement and support your in-house IT department can benefit your business in a number of critical ways, including:

Greater Remote Support Availability

Having no remote support in place for the teams at your company can lead to preventable frustration. Outsourced help desk solutions allow you to call on expert-level service and support when it's needed, 24/7 - not just when it's convenient to get to.

IT Service Desk Knowledge

Many in-house technical staff have great intentions but lack the experience to resolve every type of technical or network problem that may come your way. Outsourcing to help desk service companies with experts will provide a greater level of service.

Faster Response Times

In many cases, problems can occur quickly and need the fastest, best solution in order to get things back to normal. With remote support that includes remote access to computers and key accounts security, there is a faster response time, minimizing downtime for your business.

Lower Costs for Remote Support

Hiring staff when IT help desk services are needed can be an incredibly costly effort. Fixed costs are minimized when you use outsourced help desk support services, as you don't need to pay for additional costs associated with training, retention, etc.

Technical Expertise

Taking advantage of the expertise of a managed help desk service is one of the main benefits to enterprises and SMBs. With industry-specific expertise, remote support specialists can work through issues more quickly and effectively.

Key Features of our IT Help Desk Outsourcing Services

  • Reduced Overhead
  • Quick ramp-up
  • 24/7 Response Team
  • Reduce expense
  • Improved Efficiency
  • Experienced & Qualified Personnel
  • Access to the latest in technology
  • Custom Reporting

Our IT outsourcing team includes engineering graduates with necessary certifications and experience. We pride ourselves on resolving most issues at first contact, which ensures customer satisfaction while reducing overhead costs.

IT Help Desk Support levels we offer

To quickly assign a service ticket to a specialist with the right set of expertise, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle.

L1 Support

Our help desk specialists answer questions about software usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.

L2 Support

We help to resolve the issues of software configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed. We are also ready to offer combined L1/L2 support to speed up ticket processing.

L3 Support

As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.

Testimonials

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The entire VST team is made up of high level professionals that ensure my organization is operating at peak performance at all times. I would highly recommend them for any company.

Hani Hussein

COO \ National Bonds PJSC

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VST is the firm I turn to whenever I, or my clients, need IT help. Not only are they very professional, they are sincere, honest people who I trust implicitly to do things right. I have no hesitation in recommending them to anyone.

Alan Izzard

CIO\ Procyon Group

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VST has been instrumental in helping us streamline our IT needs — from day-to-day management to more careful planning. They understand the complexities of large organizations, are extremely responsive and are equipped to help us through just about any our company's requirements.

Bill Mcbain

CIO\ Hanna Andersson

Industries We Serve

Technology solutions to overcome the unique challenges and generate value for businesses in different industries.

Media & Entertainment

Real Estate

Healthcare

Retail & E-commerce

Logistics and Transportation

Oil and Gas

Financial Services

Insurance

Education

Professional Services

Public Sector

Travel and Tourism

Energy and Utilities

Telecom

We are ready to demonstrate how we process requests and any other documentation that will let you evaluate our level of service

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