Explore the full range of solutions Helpware divisions provide:
We provide help desk outsourcing as one unified service, combining AI and human agents to resolve more customer issues on the first interaction across 400+ brands, with 24/7 coverage in 45+ languages.
Get a help desk outsourcing team that integrates with your tools, ticket categories, and SLAs, delivering immediate value through faster responses, reduced support costs, and happier customers.
Skip recruiting, training, and managing an in-house desk. We staff certified L1 and L2 technicians on your own tools.
Your gain:
Predictable monthly cost, no hiring lag, budget freed for core engineering.
We resolve routine and mid-tier issues at L1 and L2 instead of pushing them up, where cost climbs at every tier.
Your gain:
Lighter load on senior engineers, faster resolution, lower cost per ticket.
We staff to your volume curve and route by priority, so first response and resolution land inside the SLA window.
Your gain:
Achieved service targets, fewer breaches, stakeholders' trust.
We score tickets against your standards and coach on the gaps each week, so resolution quality stays steady.
Your gain:
Consistent fixes, fewer repeat tickets, audit-ready records.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
Our certified technicians backed by AI resolve access issues and fix software problems with accurate, fast answers that keep your users satisfied.
Account lockouts, password resets, and MFA problems resolved fast so users get back to work.
From software installs to licensing and app errors, your toolset stays running for every user.
Users get working laptops, peripherals, and devices, with provisioning and break-fix handled.
Across VPN, Wi-Fi, and access issues, connectivity problems get diagnosed and cleared quickly.
Provisioning and deprovisioning run on schedule, so new hires start ready and exits stay secure.
Specialists fulfill access, software, and asset requests against your approval rules and SLAs.
Healthcare, SaaS, ecommerce, and logistics teams all run different ticket loads as they grow. We size staffing, tiers, and tooling to the workload each one carries.
Clinical staff work around the clock, but the in-house IT desk does not, and lockouts wait for hours. Our teams staff every shift across time zones and clear resets and access issues as they arrive. Coverage holds day and night, with no overnight backlog.
Support answers sit in scattered docs, and agents give different fixes while tickets pile up. The delivery model runs on one shared knowledge base, with routing that sends each ticket to the right person. Resolution quality holds as volume grows.
During holiday peaks, login, order, and account tickets spike far above the usual load. Dedicated support teams scale up for the season and clear the queue without longer wait times. Response times stay stable through peak demand.
Drivers and warehouse staff have device, app, and connectivity problems that slow the whole operation. Specialist agents work each case end to end and bring in the right tier without dropping the thread. Resolution times stay inside SLA.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
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-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
Ready to get a personalized estimate for your team?
Contact us for a personalized assessment tailored to your specific needs.
*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
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AI takes the repetitive load off your desk. It clears password resets, tags and routes incoming tickets, and surfaces the right answer in the agent console. People take over the moment a case needs diagnosis, judgment, or a careful security check.
Clears routine password resets and account unlocks through self-service before a ticket opens.
Tags and routes each incoming ticket to the right queue, so cases land where they get fixed.
Suggests knowledge-base answers in the console, lifting how many tickets each agent resolves.
Triages the Tier 1 volume that fills the queue, so technicians spend time on complex cases.
Trace multi-system failures that scripts miss, working the problem until the root cause is fixed.
Decide when a case needs Tier 2, vendor, or your engineers, so it routes right the first time.
Confirm the user identity before resetting access on sensitive accounts, keeping security intact.
Walk users through each fix at their pace, on phone, chat, or video calls.
We map your ticket categories, SLAs, priorities, ITSM tool, and escalation paths, then plan staffing so the desk opens on schedule.
We recruit L1 and L2 technicians with the right certifications and product knowledge, matched to your stack and coverage hours.
We train agents on your systems, knowledge base, and tone, running shadow shifts until they resolve tickets the way your team would.
We work your queue across 24/7 coverage, log every incident, hit response targets, and move complex cases to the right tier fast.
We review FCR, escalation rates, and CSAT each cycle, run continuous QA, and provide real-time coaching to improve quality and reduce repeat tickets.
We pair certified L1 and L2 technicians with AI-assisted workflows and CX best practices, so your help desk holds quality while it scales across time zones.
Agents treat every locked-out user as urgent, so satisfaction stays high even when ticket volume spikes.
Technicians who like their work stay longer, so your users get familiar people who already know your environment.
A global delivery footprint covers nights, weekends, and holidays across time zones, so support never goes dark.
Clients stay with us for years because the desk runs faster and cheaper as we learn your systems.
CSAT
ESAT
locations
years average length of client partnership
We have earned 30+ industry awards for steady service desk delivery, strong technical quality, and client relationships that hold for years across regulated and fast-scaling industries.
IT help desk outsourcing means an external provider runs your IT support tickets, from password resets and software issues to hardware and network problems. About 50 percent of IT organizations outsource the help desk, usually across L1 to L3 coverage and 24/7 shifts.
Pricing usually runs per agent per hour or per ticket. For context, an in-house help desk ticket costs about $25 to $30 to resolve, and a single password reset runs near $70. Outsourcing trims operating cost by 20 to 40 percent by shifting routine volume off your engineers.
L1 handles common requests like password resets and how-to questions. L2 takes harder software, hardware, and configuration cases. L3 covers deep engineering and vendor escalations. Resolving more at L1 matters because cost rises at each tier, near $62 at L1 and higher once a ticket escalates.
We work in your existing stack, including ServiceNow, Jira Service Management, Zendesk, Freshservice, and Zoho Desk. Technicians log, track, and close tickets in your tool, so reporting and audit trails stay in one place. No migration is needed to start.
A focused L1 desk launches in about 30 to 60 days through a pilot, and larger teams scale from there. We ramp to 500-plus technicians in 90 to 120 days while holding quality, which suits product launches, migrations, and seasonal surges.
Yes. We run help desk coverage around the clock from 19 locations across 11 countries in 45-plus languages. Night, weekend, and holiday shifts get the same staffing and SLAs as business hours, so users are not stuck waiting after 5 p.m.
Yes. We operate SOC 2 Type II, ISO 27001, ISO 9001, HIPAA, and GDPR-aligned processes, with identity verification on every sensitive access request. That step matters because weak or stolen credentials drive most breaches, so technicians confirm who is asking before changing access.
