Automated Queue
Tickets
Help Desk & SLACentralized ticket intake, auto-triage, priority queues, and strict SLA compliance.
IT Help Desk Outsourcing Services For Growing Companies
IT Help Desk Outsourcing Services
IT Help Desk Outsourcing Services For Growing Companies
31West is a trusted provider of outsourced help desk services in the market. We help you reduce cost and deliver faster resolution for all L1 (user issues) & L2 (technical issues). Our 2 decades of industry experience along with 24/7 coverage are a big plus for you.
Our services come with flexible plans & attractive pricing options, We have helped our clients deliver impeccable support to their customers or users & scale fast.
24/7/365 Help Desk Coverage
Multi-Tier L1 & L2 Support
Custom SLA Guarantees
Flexible Monthly Billing
Top Brands We Serve
Tiered Technical Resolution
IT Help Desk Support Levels We Offer
From front-line triage to advanced system diagnostics, choose the right coverage tier or combine both for comprehensive end-user support.
FRONT-LINE RESOLUTION
Level 1 Or Tier 1 Support
Issues covered under Level 1 support:
- Filter L1 help desk calls
- Resolve L1 help desk issues
- User life-cycle management
- Microsoft Active Directory
- Office 365 user management
- Account unlock, Password reset
- Access rights, Distribution lists
- Spam filtering requests
- Basic End-point management
- Fix slow computers, etc.
- Common Outlook errors
- Install, uninstall applications
ADVANCED ESCALATIONS
Level 2 Or Tier 2 Support
Issues covered under Level 2 support:
- Resolving escalated issues
- Scheduling & running backups
- Repairing OS & Applications
- Patching OS & Driver updates
- Creating automation scripts
- Escalating issues to tier 3
Unified Touchpoints
Omni-Channel Support
Meet your end-users and customers on their preferred platform with synchronized multi-channel coverage.
Screen Sharing
Remote
Desktop SharingSecure, one-click remote desktop access to diagnose and resolve technical issues live.
Zero Wait Time
Phone Calls
Dedicated Inbound24/7 dedicated voice desk with warm professional greetings and instant call logging.
Sub-Minute Reply
Live Chat
Real-Time SupportInstant web and in-app chat assistance delivering swift first-contact resolutions.
Comprehensive Capabilities
Our Help Desk Services and Support for Companies of All Sizes
Tailored technical management covering identities, cloud ecosystems, virtual machines, and hardware peripherals.
ACTIVE DIRECTORY
Active Directory
Manage complete user life-cycle. Create user profiles in Active Directory. Assign departments, configure permissions & policies. Termination & assignments.
MICROSOFT 365
Managed Microsoft 365
Support for applications & license management. Grant or revoke permissions, integrate applications & manage security compliances. 24/7 User support.
VIRTUALIZATION
VM & VDI Management
Deploy & manage virtual machines. Create virtual desktops, assign to users, setup applications & permissions. Audit VMs & VDIs for compliances. Timely release VMs to save cost.
HARDWARE & NETWORKING
IT Help Desk Services
Tier 1 & tier 2 support for Computers, Mobiles, Printers, Routers, etc. From logging tickets to resolving them, all via your current applications. We manage it all in-sync with your team.
IT SERVICE-DESK
IT Service Desk
Assist users by logging a ticket, diagnosing issues & resolving them. Escalate tier-2 & tier-3 issues with diagnostic data. Monitor issues from start to resolution.
ITIL CERTIFIED TEAM
Incident Management
Our ITIL certified engineers ensure prompt & timely logging, follow-up & resolution of issues. SLA compliant, process driven & scalable services available 24/7/365.
AWS, AZURE, GOOGLE CERTIFIED
Cloud Server Support
Tier 1 & tier 2 support for popular cloud services like Azure, AWS, IBM & Google Cloud. Deploy, Manage, Scale and Monitor. We also offer NOC and NAS services.
REDHAT UBUNTU CENTOS IBM
Linux Server Support
24/7 Server monitoring, update OS & modules, security patching, restore failed services, security audit & ensure high availability. Web server, Databases etc.
FOR INTERNAL USERS OR CUSTOMERS
Network Support (NOC)
We offer 24/7 NOC monitoring & resolution services. We can operate independently or augment your in-house team to deliver high availability & quick resolution to netword issues.
Your Benefits When Outsourcing Help Desk To 31West
When you outsource help desk services to 31West, one of the top IT help desk companies, you benefit from our deep industry knowledge and support expertise. We take pride in our team’s capabilities and dedication.
Reduce Helpdesk Support Cost
Reduce staffing & infrastructure cost. Lowest price guarantee!
Certified Agents, Customized Training
All reps are engineering graduates with certifications & experience.
No Contracts
No forced time-bound contracts. Discontinue anytime.
No Limit on Tickets & Calls
All our services include unmetered support traffic.
18 Years of Outstanding Support
Offering outsourced IT service desk service since 2002
Free Quality Audits
Calls, Emails, Chats are audited for highest quality standard.
99% Accuracy Guaranteed
We guarantee <1% error. Your business is in trusted hands.
Comprehensive Reporting
Monthly reports are emailed free of cost.
100% White Label
It’s all about your brand. We do the heavy lifting behind the scene.
Multi-Tier Support
Tier 1 & tier 2 support to compliment your in-house team
Bring Your Applications
helpdesk ticketing system We’re happy to use your existing helpdesk ticketing system & tools. No extra charges.
Assured IT Outcomes
We assure outcomes to meet your SLAs for FCR & TAT. Top scores for all your help desk metrics.
True 24/7/365 Customer
Holidays, PTO are covered by our backup agents free of cost. No downtime.
SLA Driven Services
All our services are governed by industry best practices & SLA.
Custom Support Plans
Need a custom plan to suit your business? Ask & we will make it happen.
100% Customer Satisfaction
95% of users give us 5-Star rating. Rated as the best IT help desk outsourcing company.
Free VM & Call Queue
Phone system with Voicemail, IVR, Call Queueing & Routing. We never miss a call.
100% Uptime via Backup Agents
Backup agents take over during breaks & leaves. 100% uptime guaranteed.
Free Call Backs Globally
We return all voicemails & missed calls. No customer is unattended.
Excellent Culture Fit
We work with users from across the globe & prioritize cultural fit.
Proven Track Record
Why Choose 31West
- 40% cost reduction
- No forced time-bound contracts
- 23+ years of industry experience
- 100+ dedicated support engineers
- True 24/7/365 help desk coverage
- Fixed flat monthly billing
- Predictable & measurable business outcomes
- KPI & SLA-driven service delivery
Flexible Coverage Options
Outsource Help Desk Company With Flexible Plans
Tailor your support schedule to match your customer demands with transparent, scalable hours.
- 8
8-Hour Coverage
- 8 hours/day, Mon to Fri
- 8 hours/day, Mon to Sun
- 12
12-Hour Extended
- 12 hours/day, Mon to Fri
- 12 hours/day, Mon to Sun
- 24
24/7 Full Operations
- 24 hours/day, Mon to Fri
- 24 hours/day, Mon to Sun
- AH
After-Hours & Weekends
- After-Hours Mon to Fri
- 24 Hours on Sat & Sun
Predictable & Transparent
Cost Factors of Help Desk Outsourcing
The cost of help desk outsourcing services depends on a number of factors, like the nature of support, your IT setup, geographic locations, and the number of users you have.
Primarily There Are 3 Pricing Models:
- Cost per ticket
- Cost per user or endpoint
- Fixed monthly fee per engineer
It’s worth noting that for a small-sized organization, <75 employees, the former 2 plans are an ideal fit. But for a larger organization, a fixed monthly fee is cost-efficient & simpler to manage. You are also saved from the hassles of unpredictable monthly billing.
Our Outsourced Help Desk Pricing Is Dependent On:
- Service Coverage Hour:8 hours/day, 12 hours/day, 24 hours/day
- Service Coverage Days:Mon-Fri, Mon-Sat, Mon-Sun
- Support Channels:Email & Tickets, Email & Tickets + Phone Calls
- Nature of Support:Tier 1, Tier 2
Our team works like an extension of your internal IT team with zero hidden fees.
Tools We Use in Our Outsourced Help Desk Services
We have experience with all the popular ticketing applications and tools used in the industry. Simply create an account for our team on your applications and we’re good to go. Some popular applications we’ve worked with are:
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Guaranteed Service Levels
Outsource Remote IT Support Services with Guaranteed SLA
All our managed IT help desk services are backed by an SLA to meet your internal quality standards and client contracts.
Under 5 Rings
Phone Response Time
Under 15 Mins
Email Response Time
Under 60 Secs
Chat Response Time
Under 5 Mins
Notification Response Time
Tailored Domain Expertise
Industries We Serve
Providing specialized, SLA-backed IT help desk operations across diverse industry verticals.
Healthcare
Travel
Hospitality
Logistics
Ecommerce
Finance
MSPs
Small Businesses
Got Questions?
Frequently Asked Questions
Find clear answers to common questions about our outsourced IT help desk services.
What is help desk outsourcing?
What is help desk outsourcing?
Outsourcing help desk is often one of the first steps that companies take. This approach frees up your IT staff’s time, allowing them to focus on strategic operations and revenue-generating initiatives rather than constantly dealing with support issues.
What are your hours of operation for IT support services?
What are your hours of operation for IT support services?
We operate 24/7, 24 hours a day, 7 days a week, including all US holidays. We offer flexible plans to our clients, depending on the dynamics of their business.
What types of technical issues and inquiries can your IT help desk support?
What types of technical issues and inquiries can your IT help desk support?
We offer a wide range of services, like tier 1 & tier 2 IT help desk services, incident management services, service desk services, and Linux & Windows server administration.
How do you ensure the security and confidentiality of our company’s information?
How do you ensure the security and confidentiality of our company’s information?
We prioritize the utmost security of client data and system integrity. Our commitment is reflected in our rigorous industry-compliant data security policies. As an extra layer of safeguarding, we refrain from storing client data on our systems. Instead, we rely on the client’s ITSM, help desk management software, and CRM tools. This approach grants our clients complete control over their systems and data.
How do you measure the success and effectiveness of your IT help desk services?
How do you measure the success and effectiveness of your IT help desk services?
We hire certified & experienced engineers in our team. We have an internal Quality Audit team that monitor’s team’s performance on daily basis. Additionally, we encourage our clients to run satisfaction surveys for end-user feedback. Monthly review calls are conducted with clients for critical feedback and to discuss scope of improvement.
Can you provide references from current or past clients who have used your IT help desk services?
Can you provide references from current or past clients who have used your IT help desk services?
Certainly, we are happy to share contact details of our clients.
What is your experience in providing IT help desk support?
What is your experience in providing IT help desk support?
31West was started in 2002. We have 20+ years of experience in IT help desk services.
What is the average response time for IT support tickets?
What is the average response time for IT support tickets?
Our average response time for tickets is 10 minutes. Our average resolution time for Tier 1 tickets is under 2 hours.
Do you offer customizable service level agreements (SLAs)?
Do you offer customizable service level agreements (SLAs)?
Yes, certainly. We design custom SLAs in close consultation with your team.
How much does an outsourced help desk cost?
How much does an outsourced help desk cost?
An outsourced help desk cost depends on the nature of the support & the complexity involved. L1 help desk costs between $2000 to $2500 per engineer per month. This is a fixed monthly fee with no limit on the number of tickets resolved.
How do you ensure the security of our IT systems and data?
How do you ensure the security of our IT systems and data?
We do not share your login credentials with our support team.
We encourage our clients to implement 2FA / MFA.
We also request for restricted IP access.
Why Outsource IT Help Desk Support Services?
Why Outsource IT Help Desk Support Services?
There are many reasons why large corporations to small & mid-sized businesses outsource IT help desk. Here is a list of a few common reasons:
Reduce operational cost
Improve response time (TAT)
Reduce support volume
Support existing expertise
Flexibility & agility
Improved SLA Compliance
What are the benefits of Outsourcing IT Help Desk Services?
What are the benefits of Outsourcing IT Help Desk Services?
Here is a list of the benefits of outsourcing your MSP help desk to a skilled and reputed vendor:
24/7 Coverage
Professional expertise and reliability
Savings and predictable budgeting
Reduced vulnerabilities, risks & downtime
Significant reduction of management headaches
Increased focus on revenue-generating functions
What to expect from your IT service desk partner?
What to expect from your IT service desk partner?
A successful engagement will offer the following benefits to your business:
Cost reduction for the IT department
Wider service coverage without overhead
Fewer people management issues
Redundancy and higher service uptime
Better quality of service
More free time to focus on your products & growth
Ready to Elevate Your IT Support?
Call 877-262-5030 or request a custom quote via the form below.