We have reviewed and compared the top Help Desk Outsourcing Service provider companies that provide IT service desk support for small to enterprise-sized companies:
Help Desk Outsourcing is the service provided by companies to help their customers with troubleshooting problems or for facilitating solutions to 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.
Table of Contents:
- Help Desk Outsourcing Facts and Pro Tips
- Benefits of IT Help Desk Outsourcing
- List of Top Help Desk Outsourcing Companies
- Comparison of Best Service Desk Outsourcing Services
- #1) ScienceSoft (Texas, US)
- #2) Innowise (Warsaw, Poland)
- #3) Salesforce (San Francisco, California, USA)
- #4) XACT (Orlando, Florida)
- #5) Dataprise (Maryland, USA)
- #6) CGS Inc. (New York, USA)
- #7) CMS (Columbus, Ohio)
- #8) Buchanan Technologies (Grapevine, Texas, US)
- #9) Global Help Desk Services (Connecticut, US)
- #10) Giva (Sunnyvale, CA)
- #11) 31West (California, US)
- #12) Auxis (Florida, US)
- #13) Conduent Service Desk Outsourcing (New Jersey, US)
- #14) DICEUS (Delaware, USA)
- Conclusion
Help Desk Outsourcing Facts and Pro Tips
Tsia has performed a survey on end-user Help Desk Managed Services. The below graph will show you the features that are provided by the Service desk.
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 be reduced.
- Automation will increase.
- Ticket volumes will be reduced and hence the operation will be simplified.
- Operational Flexibility and Scalability will be improved.
[image source]
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.
List of Top Help Desk Outsourcing Companies
Enlisted below are the most popular Help Desk Outsourcing Service Providers:
- ScienceSoft
- Innowise
- Salesforce
- XACT
- Dataprise
- CGS Inc.
- CMS
- Buchanan Technologies
- Global Help desk services
- Giva
- 31West
- Auxis
- Conduent Service Desk Outsourcing
- DICEUS
Comparison of Best Service Desk Outsourcing Services
| Founded In | Locations | Employees | Revenue | Pricing Info | |
|---|---|---|---|---|---|
ScienceSoft | 1989 | USA, UAE, KSA, Finland, Latvia, Lithuania, Poland | 750+ employees. | $32 M | Starts at $6/ticket/month. Get a quote for detailed pricing. |
Innowise | 2007 | Poland, Germany, Switzerland, Italy, USA | 1500+ | $80 million (estimated) | $50 – $99 per hour |
Salesforce | 1999 | San Francisco, California, USA. | 73542 (Approx) | $26.49 billion per annum | Starts at $25/user/month. |
XACT | — | Unity and Orlando | 201- 500 employees | $28 Million | Starts at 89 cents per minute for monthly billing & the 2500-10000 minutes range. |
Dataprise | 1995 | Rockville, Washington, Northern Virginia, Baltimore, Richmond, Philadelphia, Jersey City, New York City, Charlotte, Nashville, Miami, Scottsdale. | 201- 500 employees | $49-$100 M | Starts at $6.75/incident/month. |
CGS Inc. | 1984 | New York, Canada, Romania, Chile, Israel. | 5001-10000 employees. | $250-$300 M | Get a quote. |
CMS | 1967 | Ohio, US | 51-200 employees | $5-$10 M | Get a quote. |
Buchanan Technologies | 1988 | Texas, US | 201-500 employees | $50-$100 M | Get a quote. |
Global Help Desk Services | 2001 | Connecticut, US | 51-200 employees | $5-$10 M | The price will be based on monthly incident volume, hours of coverage, and the service type |
Let’s Start!!
#1) ScienceSoft (Texas, US)
ScienceSoft is a US-based company with 16 years of experience in IT help desk and application support. The vendor was included in the IAOP Global Outsourcing 100 list (2022, 2023) as one of the world’s best outsourcing service providers.
The company provides user and technical IT support for:
- Corporate applications (ERP, CRM, HR management solutions, etc.).
- IT infrastructure (data storage, networks, firewalls, desktops, etc.).
- Customer-facing software products.
- Complex IT solutions, powered by advanced techs like, big data, AI, ML, IoT, etc.
Read more => Best IT Support Services Companies
ScienceSoft’s clients report a 40% help desk cost reduction, 96.6% user satisfaction score, and up to 50% increased ROI from supported apps compared to in-house IT support.
Founded in: 1989
Employees: 750+ employees
Locations: Headquartered in the USA, with offices in UAE, KSA, Finland, Latvia, Lithuania, and Poland.
Annual Revenue: $32M
Core Services: IT Help Desk Outsourcing, White Label Help Desk, Application Support and Maintenance, etc.
Clients: Walmart, IBM, Nestle, eBay, Leo Burnett, NASA JPL, etc.
Features:
- Easily scalable teams of L1, L2, and L3 support engineers.
- 24/7, 12/7, 12/5, or 8/5 help desk time coverage.
- Flexibility in SLA adjustments according to a customer’s needs.
- Transparent service delivery: regular service level reports, incident reports with root cause analysis, strict adherence to KPIs (FRT, CSAT, resolution rate, etc.).
- Creating self-service FAQs, user manuals, etc. to achieve up to 5x fewer help requests from users.
- ISO 9001 and ISO 27001-certified, proving the vendor’s commitment to high standards in quality and information security management.
Pricing Info: Prices per ticket (starts at $6/ticket) or a bucket of hours, depending on the time coverage and help desk levels. ScienceSoft is quick to provide custom quotes upon request via their website.
#2) Innowise (Warsaw, Poland)
Innowise Group is a premier provider of comprehensive help desk outsourcing services that enable businesses to efficiently and effectively manage their IT support needs. The company boasts a team of skilled IT professionals who specialize in delivering technical support and assistance to organizations of all sizes.
At Innowise Group, the help desk outsourcing services are tailored to meet the unique requirements of each client. The company collaborates closely with its clients to gain a thorough understanding of their IT support needs and delivers bespoke solutions that cater to their specific needs. The company’s help desk services are available round-the-clock, ensuring that clients receive timely and dependable support when they need it.
Innowise Group’s help desk outsourcing services encompass a broad range of areas, including user support, network support, application support, and more. The company’s IT professionals are well-versed in handling various issues, ranging from basic system resets to complex network concerns.
Founded in: 2007
Revenue: $80 million (estimated)
Employee Size: 1500+
Headquarters: (Warsaw, Poland)
Locations: Poland, Germany, Switzerland, Italy, USA
Pricing Info: $50 – $99 per hour
Min Project Size: $20,000
In addition, Innowise Group’s help desk outsourcing services include comprehensive reporting and analytics, providing clients with detailed insights into the status of their IT support services. The company’s IT experts also offer guidance on optimizing IT support services to enhance business efficiency.
At Innowise Group, IT professionals possess extensive knowledge of the latest IT support technologies and trends. They keep abreast of the latest industry developments and leverage their expertise and experience to deliver dependable and efficient IT support services to clients.
Innowise Group is a trusted and innovative partner for businesses seeking to outsource their IT support services. With its skilled team of IT professionals and customized solutions, the company empowers organizations to manage their IT support needs seamlessly and without interruption, ensuring the smooth operation of their business processes.
#3) Salesforce (San Francisco, California, USA)
Salesforce is considered the gold standard of help-desk outsourcing services that has only evolved to become better than it was during its inception. The company offers help-desk software that allows you to strengthen the relationship you share with your customers. The software can automate workflows and upgrade your call center management tasks with tonnes of productivity tools.
The software’s advanced AI also makes it particularly easier for organization to partake in successful upselling activities that boost their revenue. You also get actionable insights, which you can use to make informed decisions. The software’s omnichannel capabilities also allow your support team to interact with customers across multiple channels.
Founded in: 1999
Employee Size: 73,542 (Approx)
Headquarters: San Francisco, California, USA.
Revenue: $26.49 billion per annum
Core Services: Cloud computing, sales, and marketing automation, help-desk, IT consulting.
Clients: Amazon, US Bank, T-Mobile, Toyota, American Express
Features:
- AI-Powered Chatbots
- Automated Workflows
- End-to-end call center management
- Omnichannel Communication Management
- Integrate with apps like Slack
Price: Essentials plan: $25/user/month, Professional: $75/user/month, Enterprise: $150/user/month, Unlimited Plan: $300/user/month.
#4) XACT (Orlando, Florida)
XACT offers customer support services, software, and contact center solutions. XACT has highly trained and professional agents to provide help desk support services. It has more than 35 years of experience in providing contact center solutions.
It has expertise in providing custom-designed solutions. Your business needs and complexities around your knowledge and call trends will be understood first and based on that XACT will recommend the solution.
Also Read => Top 20 Best Outsourcing Companies
Employees: 201- 500 employees
Locations:
Orlando, Florida 32810, US
Unity, ME 04988, US
Annual Revenue: $28 Million
Core Services: Customer Help Desk, Chat & Web Support, Outbound Survey/Response, Service & Support Dispatch, Telephone Answering Service.
Features:
- XACT trains its call center agents through rigorous, unparalleled, and comprehensive training.
- It can offer assistance through a sophisticated knowledge base.
- Its support services are also available for the commonly used applications of your organization as well as for the browsers of your internet web support.
- It can provide the services 24 hours a day and 7 days a week.
Pricing Info: You can get a quote for pricing details. As per reviews, the price of the services is $26.95 per agent per hour for the monthly billing cycle with 2 to 10 dedicated agents. The price of the service starts at 89 cents per minute.
#5) Dataprise (Maryland, USA)
Dataprise’s 24×7 Help Desk Services and Support, staffed by over 300 certified IT professionals, offers around-the-clock assistance through various channels such as phone, email, web chat, mobile app, or web portal. Our financially backed Service Level Agreements (SLAs), ensure effective, efficient, and best-in-class help desk support.
Our clients benefit from real-time reporting and a customer portal for transparency into their help desk service, enhancing the overall customer experience. Choose flexible multi-channel communication options tailored to your business needs, and easily scale end-user and managed support for mid-market or growing small businesses, focusing on strategic IT initiatives.
Founded in: 1995
Employees: 201-500 employees
Locations: Rockville, Washington, Northern Virginia, Baltimore, New York City, Boston, Dallas, Houston, Los Angeles, Corona, Chattanooga, and Boulder Colorado.
Core Services: 24×7 Help & Support Desk, Cyber Security, IT Consulting & Strategy, Monitoring & Management, Cloud Services, etc.
Pricing Info: Contact them for a quote
Features:
- 300+ Certified IT professionals providing round-the-clock assistance
- Help available 24×7
- Multi-Channel Help Desk Support Options
- Financially Backed Service Level Agreements (SLAs)
- Real-Time Reporting and Visibility
#6) CGS Inc. (New York, USA)
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.
Further Reading => Top Software Development Outsourcing Companies
#7) CMS (Columbus, Ohio)
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.
#8) Buchanan Technologies (Grapevine, Texas, US)
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.
#9) Global Help Desk Services (Connecticut, US)
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.
#10) Giva (Sunnyvale, CA)
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).
#11) 31West (California, US)
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.
#12) Auxis (Florida, US)
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.
#13) Conduent Service Desk Outsourcing (New Jersey, US)
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.
#14) DICEUS (Delaware, USA)
Since 2011, DICEUS has been providing help desk outsourcing services, including technical L2 and L3 customer support and tech maintenance. Among our offerings, you can find professional support with functionality integration, software upgrade, and ongoing support. Along with this, you can hire a dedicated support team for complex and long-term projects.
Founded in: 2011
Employees: 100-200
Locations: Austria, Denmark, Faroe Islands, Poland, Lithuania, UAE, Ukraine, USA.
Core Services: Help desk outsourcing, L2 support, L3 support
Features:
- Professional consulting from L2, L3 support engineers.
- Multiple options for help desk services.
- Regular reporting on troubleshooting, bug fixing, new functionality release, etc.
- Mature software development life cycle (SDLC) processes.
- Discovery Phase is available and recommended for complex projects.
Conclusion
Outsourced Help Desk support will be a cost-effective solution. You will get increased availability, and access to additional capabilities, technical knowledge, and skills. Dataprise, CGS, CMS, Buchanan Technologies, and GHDSI are our top recommended Help Desk Outsourcing Companies.
Suggested read =>> Best Virtual Receptionist Service Providers
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 company for your business.
Our Review Process Details:
- Time taken to research this article: 23 hours.
- Total helpdesk outsourcing companies researched: 20
- Top service desk outsourcing companies shortlisted: 10