Top 10 BEST Help Desk Outsourcing Service Providers [2021 List]

Review And Comparison of Top Help Desk Outsourcing Services. Select the Best Help Desk Outsourcing Service Provider for Your Business Based on This Review:

Help Desk Outsourcing is the service provided by the companies to help their customers with troubleshooting problems or for facilitating solutions to the known problems.

Businesses use the Outsourced IT Help Desk Support Services to provide 24*7 availability to customers. These services will allow you to provide responsive and round-the-clock assistance.

Help Desk Outsourcing Services

Fact Check: The best chosen IT Help Desk outsourcing services will provide you several benefits such as improvement in Productivity & Performance, Quick implementation of more efficient processes and operations, 24*7 availability, Quick response, Reduced expenses, and Improved efficiency. According to Transparency Market Research, the market size of Help Desk Solutions is expected to reach $11 billion by 2023.

Tsia has performed a survey on end-user Help Desk Managed Services. The below graph will show you the features that are provided with the Service desk.

Survey on Functions of Service Desk

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Benefits Of IT Help Desk Outsourcing

Service Desk Outsourcing Companies will provide you with the following benefits:

  • You will be able to focus more on innovation and business growth.
  • You will have to pay optimized support costs.
  • Response and resolution time will get reduced.
  • Automation will get increased.
  • Ticket volumes will get reduced and hence the operation will get simplified.
  • Operational Flexibility and Scalability will be improved.

Help Desk and Technical support

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Risks involved in using the Help Desk Call Center Outsourcing:

  • Your customers might not be treated well by the Outsourced Help Desk personnel.
  • Reduced control over IT-support capabilities.
  • Sometimes, the location of the Outsourcer’s Help Desk matters.
Pro Tip: While choosing the service you can consider factors like SLA, Language support, Price, ROI, and Number of agents. You should carefully look for your certain business needs as to whether they are missing in the contract for the cost-related benefits.
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List Of The Top Help Desk Outsourcing Companies

Enlisted below are the most popular Help Desk Outsourcing Service Providers available in the market.

  1. ScienceSoft
  2. Dataprise
  3. CGS Inc.
  4. CMS
  5. Buchanan Technologies
  6. Global Help desk services
  7. Giva
  8. 31West
  9. Auxis
  10. Conduent Service Desk Outsourcing

Comparison Of The Best Help Desk Outsourcing Service Providers

 Founded InLocationsEmployeesRevenuePricing Info
ScienceSoft

ScienceSoft_Logo
1989US & Europe700 employees.$25 MGet a quote.
Dataprise

Dataprise_Logo
1995Rockville,
Washington,
Northern Virginia,
Baltimore,
Richmond,
Philadelphia,
Jersey City,
New York City,
Charlotte,
Nashville,
Miami,
Scottsdale.
210-500 employees$49-$100 MStarts at $6.75/incident/month.
CGS Inc.

CGS_Logo
1984New York, Canada,
Romania, Chile, Israel.
5001-10000 employees.$250-$300 MGet a quote.
CMS

CMS_Logo
1967Ohio, US51-200 employees$5-$10 MGet a quote.
Buchanan Technologies

BuchananTechnologies_Logo
1988Texas, US201-500 employees$50-$100 MGet a quote.
Global Help Desk Services

Global_Logo
2001Connecticut, US51-200 employees$5-$10 MThe price will be based on monthly incident volume, hours of coverage, and the service type

Let’s Start!!

#1) ScienceSoft (Texas, US)

ScienceSoft-Helpdesk

ScienceSoft provides IT help desk services to enterprises and product companies that want to outsource user and solution support. The services cover L1-L3 support for corporate applications (ERP, CRM, HR management solutions) and software products (web and mobile) based on SLA agreed with a customer.

ScienceSoft reports monthly on the achieved results with a system of KPIs tailored to customer’s needs.

Founded In: 1989
Employees: 700 employees
Locations: US & Europe
Annual Revenue: $25 M
Core Services: Help Desk Services, Managed IT Services, Software Development, Data Analytics, Cybersecurity, etc.
Clients: Walmart, IBM, Nestle, eBay, Leo Burnett, NASA JPL, etc.

Features:

  • 31 years of experience in IT, handling both short-term and long-term projects.
  • 13 years of IT help desk and application support experience.
  • 3-month trial period for help desk services and flexibility in SLA adjustments according to a client’s needs.
  • 24/7 white label help desk establishment and management.
  • A comprehensive set of help desk KPIs to measure support service effectiveness, e.g. first response time, resolution rate, CSAT, etc.
  • L1 support (common user issues, questions on software functionality, instructions to resolve minor software and IT infrastructure issues).
  • L2 support (software and infrastructure configuration issues, identify and fix root causes of medium-complexity problems).
  • L3 support (complex issues on the code level by involving software engineers to fix defects uncovered by L1 and L2 agents).
  • IT help desk support via phone, e-mail, SMS, social media, and messengers to allow users receive support through preferred communication channels.
  • Efficient Standard Operating Procedures and ITSM processes for consistent service provision.

Pricing Info: A price depends on the support level, time coverage, and the expected number of requests per month. You can get a quote for more details.


#2) Dataprise (Maryland, USA)

Dataprise

Dataprise can provide three solutions for IT Help Desk Outsourcing i.e. a full/part-time support desk, an application/ customer service desk, and a comprehensive technical service resource center.

It provides services to small, medium, and large businesses. It has 24*7 coverage capability and online live support chat capabilities. It can provide Multi-technology support and on-site escalation support.

Founded In: 1995
Employees: 201-500 employees.
Locations: Rockville, Washington, Northern Virginia, Baltimore, Richmond, Philadelphia, Jersey City, New York City, Charlotte, Nashville, Miami, and Scottsdale.
Annual Revenue: $49 – $100 M
Core Services: 24*7 Help & Support Desk, Cyber Security, IT Consulting & Strategy, Monitoring & Management, Cloud Services, etc.
Clients: MidCap Financial, Foulger-Pratt, etc

Features:

  • Dataprise has more than 850 active certifications.
  • 24*7 Support, 365 IT Help Desk Support are the live services for the IT Help Desk. This service will provide immediate assistance by a certified technical network team.
  • It also provides a tailored solution of private labeled help desk to meet your business needs.

Pricing Info: Its price starts at $6.75 per incident per month. Dataprise will allow you to calculate the price according to your requirements based on the help desk type, support, and monthly incidents.

Website: Dataprise


#3) CGS Inc. (New York, USA)

CGS

CGS team can manage changing technologies and business needs. It has call centers in the US, Romania, Chile, Israel, and India. It has social media monitoring capabilities. The CGS team will try to make each interaction personalized and enjoyable. 70% of its staff are advanced certified in the support field.

Founded In: 1984
Employees: 5001-10000 employees.
Locations: New York, Canada, Romania, Chile, Israel.
Annual Revenue: $250 – $300 M
Core Services: Business Process Outsourcing, IT Services Outsourcing, Learning, etc.
Clients: Movistar, Xylem, United Rentals, Unicef, etc.

Features:

  • CGS Inc. has certifications of ISO 9001:2017, ServiceNow Certified System Administrator, COPC certified, and PCI compliant.
  • To provide you the best Help Desk services, CGS Inc. will allow you to choose and optimize the best systems and tools.
  • CGS can provide services for 80% of the world’s languages.

Pricing Info: You can get a quote for its pricing details.

Website: CGS Inc


#4) CMS (Columbus, Ohio)

CMS

CMS programming team can customize the solution for you to create the right solution with advanced integration capabilities. CMS tire 1 help desk services can help you with processing potentially critical issues. This help desk service will come with protocols for handling events like major system failure, etc. You will get completely customized accounts.

Founded In: 1967
Employees: 51-200 employees.
Locations: US
Annual Revenue: $5 – $10 M
Core Services: Answering Services, Call Center Services, Hotline Services, and IVR & Automation.
Clients: KraftHeinz, Volvo, Kroger, CocaCola, etc.

Features:

  • CMS has 40 years of experience in providing communication solutions.
  • It has a facility for live operator answering.
  • It has advanced integration capabilities that will let you know about support requests through email, SMS, fax, phone call, or direct submission to the ticket system.

Pricing Info: You can get a quote for its pricing details.

Website: CMS


#5) Buchanan Technologies (Grapevine, Texas, US)

Buchanan

For IT Service Desk, Buchanan offers flexible options such as IT Service Desk 24*7 365, IT Service Desk Weekends, and IT Service Desk After Hours. It is HDI certified.

Founded In: 1988
Employees: 201-500 employees
Locations: Texas, Kanas, North Carolina, Canada, and Bulgaria.
Annual Revenue: $50 – $100 M
Core Services: It Service Desk, IT Staffing, Cloud Services, Field Services
Clients: It serves clients from various industries such as Government, Healthcare, Automotive, etc.

Features:

  • Buchanan provides platform-agnostic service and bilingual agents.
  • It provides high-quality service through ITIL based ticketing system.

Pricing Info: Get a quote for its pricing details.

Website: Buchanan Technologies


#6) Global Help Desk Services (Connecticut, US)

GlobalHelpDesk

Global Help Desk Services is a US-based Help Desk. It can provide live 24*7 agents. It provides services to large companies. It provides services like Application support, Hardware diagnosis, Network support, and Proprietary application support.

Founded In: 2002
Employees: 51-200 employees
Locations: Connecticut, US.
Annual Revenue: $5 – $10 M
Core Services: Help Desk Outsourcing and Onboarding Process.

Features:

  • GHDSI can perform customer satisfaction surveys.
  • It can provide remote control assistance.
  • It also offers Foreign Language Support.

Pricing Info: Global Help Desk Services will cost you based on the Monthly incident volume, Hours of coverage, and the Service type.

Website: Global Help Desk Services


#7) Giva (Sunnyvale, CA)

Giva

Giva is a Cloud-based Help Desk software. It will help you with the problems like too many tickets without priority, opening of wrong tickets by the end-users, and long resolution times. Giva will provide robust reports quickly. It provides features to make ticket creation easy.

Founded In: 1999
Employees: 50-200 employees
Locations: Sunnyvale, CA
Annual Revenue: $7 – $10 M
Core Services: Customer Service, IT-Help Desk, Asset Management, Knowledge Management, etc.
Clients: MedCentris, Convergint, Seasons, OpenSky, etc.

Features:

  • Giva will monitor all the activities in real-time. Its rich dashboard will give you insights through colorful charts and metrics.
  • Its automated rules and workflows will improve agent productivity.
  • Due to the centralized conversations, it will be easier to share it with agents.

Pricing Info: The price starts at $29 per agent per month. Giva offers a free trial for 30 days. Give has three pricing plans i.e. Team ($29 per agent per month), Best Value ($39 per agent per month), and Professional ($69 per agent per month).

Website: Giva


#8) 31West (California, US)

31West

31West provides consistent and reliable IT help desk outsourcing services. It provides call center outsourcing services. 31West will allow you to choose the plan from various options such as regular business hours, extended business hours, after hours, or 24*7 support. It outsources help desk services to small and medium-sized businesses.

Founded In: 2002
Employees: 51-200 employees.
Locations: Canada, UK, and Western Europe.
Annual Revenue: $2 – $5 M
Core Services: Outsource Technical Support and Outsource Customer Service.
Clients: 31West has clients from various industries such as Finance, Technology, Healthcare, etc.

Features:

  • 31West has 31 years of experience.
  • There will be a monthly billing system and no contracts.
  • It offers flexible plans, free quality audits, and free reporting.

Pricing Info: 31West provides flexible pricing plans. The service price starts at $4.99 per hour.

Website: 31West


#9) Auxis (Florida, US)

Auxis

Auxis can provide 24*7 365 remote support, even on weekends and holidays. Auxis has robust SLAs such as less than 30-sec average speed answer, 5% call abandonment rate, 95% resolution targets met, etc. Onsite IT supports desktop, mobile, and printer.

Founded In: 1997
Employees: 201-500 employees.
Locations: New York, Florida, Texas, and Costa Rica.
Annual Revenue: $25 – $50 M
Core Services: Cloud Services, Data Center services, Help Desk & Desktop Support, Application Development, Security, and RPA.
Clients: Cineplex, Vince, Team Car Care, UTA, Coverall, etc.

Features:

  • Auxis supports English and Spanish. It may support other languages too.
  • It provides self-service management portals for end-user to create their tickets and monitor the status.
  • Auxis can provide a cloud-based IT service management tool.

Pricing Info: You can get a quote for its pricing details.

Website: Auxis


#10) Conduent Service Desk Outsourcing (New Jersey, US)

Conduent

Conduent provides end-user engagement services. It has experts with in-depth knowledge of 20 industry markets. It will seamlessly get integrated into your existing tech stack. These services are scalable to meet your peak and periodic demands.

Founded In: 2017
Employees: More than 10000 employees.
Locations: New Jersey, California, Georgia, and India.
Core Services: Banking & Insurance Solutions, End-user engagement services, HR Services, Learning services, etc.

Features:

  • Conduent provides support to more than 20 languages.
  • It handles more than 2.5 M interactions daily.
  • Conduent has more than 50 interaction centers.

Pricing Info: You can get a quote for its pricing details.

Website: Conduent Service Desk Outsourcing


Conclusion

Outsourced Help Desk support will be a cost-effective solution. You will get increased availability, access to additional capabilities, technical knowledge, and skills. Dataprise, CGS, CMS, Buchanan Technologies, and GHDSI are our top recommended Help Desk Outsourcing Companies.

The pricing for these services will depend on factors like the type of service or support, number of agents, hours of the service, etc.

Hope you will find this article helpful in choosing the right service for your business.

Review Process:

  • Time taken to research this article: 23 hours.
  • Total tools researched: 14
  • Top tools shortlisted: 10
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