Top IT Help Desk Outsourcing Providers
The shift from a product-centric to a customer-centric approach has prompted organizations to reassess and refocus their IT help desk outsourcing strategies on improving the customer experience. Let’s take a look at what top business process organizations have done to address their customers’ IT service desk needs:
Accenture
Founded: 1989, Hamilton, Bermuda
Headquarters: Dublin, Ireland
Accenture is a key professional services company that has leveraged its Service Desk with the use of automation and self-service features.
Accenture’s global Service Desk includes more than 200 support agents across eight global locations providing multi-language support 24x7x365. The Service Desk provides quality support, with industry-leading service level agreements (SLAs) across all channels.
ProtectMyTech by Accenture is a workstation tool and a data analytics platform supported by a dedicated service desk dealing with both proactive and reactive incidents. Accenture also offers self-service options in its Technology Support (built on ServiceNow, reachable also via app) with back-end ticketing and request module, update and check the status of tickets.
IBM
Founded: June 16, 1911, Endicott, New York, United States
Headquarters: Armonk, New York, United States
IBM is an American multinational technology corporation that has created the IBM Watson Assistant, a virtual agent uses artificial intelligence and natural language processing (NLP) to respond to customer queries and resolves customer service to IT related issues quickly across any application, device, or channel to augment the customer experience. According to Forrester TEI report, IBM Watson users achieved 337% over three years.
Capgemini
Founded: October 1, 1967, Grenoble, France
Headquarters: Paris, France
Capgemini is a French multinational information technology services and consulting company that supports a wide range of applications and infrastructure across end users globally. According to its product brief, “High Priority Incident & Problem Managers perform trending and root cause analysis as required. Unified Service Desk Global Service Desk can be an integral part of a larger controlled and managed service, and can act as a single point-of contact across business functions.” In addition, the company also caters to smaller enterprises, project pilots to provide IT support during a business merger or acquisition.
Tata Consultancy Services (TCS)
Headquarters: Mumbai, India
Founded: April 1, 1968
Number of employees: 528,748 (December 2021)
Tata Consultancy Services (TCS) is an Indian multinational information technology services and consulting company headquartered in Mumbai. It is a part of the Tata Group and operates in 149 locations across 46 countries.
Its IT Service Desk solution provides global support in 35 languages, to 64+ clients, attending to over 11 million calls per year. Among its features are providing a single consolidated Service Desk, Customized services and Global account management automation.
InfosysBPM
Founded: 2002
Number of employees: 46,130 (2021)
Headquarters: Bengaluru, India
Infosys BPM, set up in April 2002, is the business process management subsidiary of Infosys.
Infosys BPM’s omnichannel, 24×7 Service Desk Practice is equipped with End to End Ownership and “Best-in-class IT Service Desk operations- Next-Gen Tools” such as Robotic Process Automation and key features resulting in increased efficiency such as increased first call resolution as well as the average speed of answer, reduction in the average handling time and the number of calls to IT service desk.
HCL Technologies
Headquarters: Noida, India
HCL multi-lingual support and manages more than 20 million IT service desk contacts annually, for over 160 enterprise customers.
HCL Technologies said it has been selected to provide global service desk and on-site support to global healthcare company Novo Nordisk. HCL will support over 48,000 end-users in 20 languages, across 58 countries and offer on-site IT services throughout the United States, Asia and Europe.
Dell
Founded: February 1, 1984
Headquarters: Round Rock, Texas, United States
Dell offers IT Service Desk solutions, employees that include 24×7 remote access to IT service desk experts via chat, phone or desktop applications to solve hardware and software issues quickly, “support for multi-vendor, multi-platform, multi-OS environments, full utilization of your technology investments along with a predictable model for IT budgeting and spend”, perfect for companies planning to outsource IT help desk support. Dell also provides knowledge base and how-to articles to end users.
Dataprise
Founded: 1995
Employees: 251-500
Headquarters: Rockville, Maryland, United States
Dataprise Help Desk offers IT Management, Software & Helpdesk Support from certified network consultants, subject matter experts, to account management specialists. Dataprise is staffed 24x7x365 with certified IT engineers to act as an extension of the team completely focused on solving technical issues quickly and efficiently.
The company is capable of supporting all covered technologies (e.g., computers, laptops, tablets, BYOD devices, servers, printers, network devices, cloud technologies), and all levels of service depending on the user category, from Tier 0 to Tier 3. Managed IT support services are also available with help desk support. Its platform can integrate with Zendesk, ServiceNow, Heat Software, Jira, Freshdesk applications.
ScienceSoft
www.scnsoft.com
Founded In: 1989
Locations: US & Europe
Employees: 700 employees
Headquarters location: McKinney, Texas, United States
ScienceSoft is a known Managed IT Services, Help Desk Services and Software Development provider that offers IT help desk services that include help desk support of user support teams, technical support and engineers who are aimed at solving usage issues, technical root cause analysis and resolution through configuration, account administration, and at the code and database level, depending on the customer’s needs.
CompuCon
Founded: 1987
Number of employees: 8,000
Headquarters: Indian Land, South Carolina, United States
CompuCon provides your customers with round-the-clock support from automated and AI-assisted tech and real people available via voice, text, chat or email options.
Among its statistics are:
- 95% support coverage in U.S. & Canada
- 9M+ total devices supported
- 24/7/365 seamless technology support
- 8M+ service desk contacts handled each year
- 85% incident resolution from the first call
Employees are provided access to self-service features such as self-ticketing, password reset, and service requests.
Global Help Desk Services
Global Help Desk Services Inc. provides IT help desk outsourcing services (IT support and customer service, including IT Infrastructure Library (ITIL) and IT Service Management (ITSM)) to enterprise-level companies. The company’s help desk services include:
- Outsourcing Solutions
- Software Support
- Hardware Diagnosis
- Network Support
- Customized Toll-Free
- Number and Greeting
- Customer Satisfaction Surveys
- Internet Call-Tracking Access
- Remote Control Assistance
- Proprietary Application Support
- Foreign-Language Support
- New Business and New Rollouts
- Comprehensive reporting
American Help Desk
https://www.americanhelpdesk.com
American Help Desk (AHD) is the leading call center and support service organizations in the U.S. Its Help Desk Services include:
- Hardware Helpdesk
- Software Helpdesk
- Technical Support
- Internet Connectivity Support
- Website Navigational Assistance
- General Product Information and Support
- Installation, Setup and Repair
- Training for Software, Hardware and Internet
- Troubleshooting
- Diagnostics
- Maintenance
- Customer Care
- Crisis Resolution
- and More
Your IT Help Desk Outsourcing provider must be capable of adopting digital transformation strategies to improve the customer experience.
Connext Global Solutions offers excellent IT Help Desk Outsourcing Solutions. You can outsource services to an experienced IT Help Desk Support Specialists responsible for troubleshooting or break/fix and configuration support for computer systems, hardware, and software application issues and providing technical stakeholder support to resolve technical faults. The outsourced IT Help Desk Support Specialists work closely with IT business analysts, architects, developers, and quality assurance specialists as well as with business subject matter experts in completing requests ranging from system, hardware, or software and planning and developing methods for data collection, storage, analysis, and reporting. Learn more about our IT and Development Solutions here.
With our Staff Augmentation: Virtual Captive Model, organizations can also build custom cross functional offshore teams which they can scale up or down as they see fit. Connext provides customized offshore staffing solutions designed to supplement onshore client staff with highly qualified, but lower cost offshore team members personally selected by the client.
Delegate outsourcing services to a Connext offshore team today.
