Help desk outsourcing is a valuable source of extra staff for growing businesses and companies with global operations. Modern expectations from customer service and demands have increased alongside pressure on multilingual support teams. Nowadays, the help desk outsourcing market is growing constantly and is projected to reach 14.03 billion USD by 2034. With outsourcing services, companies can achieve better cost savings and enhance the scalability and quality of their customer support.
A wise choice of a service provider will enable further business growth. We have compiled a list of the top help desk outsourcing companies for you to review and select the best option.
To make the start easier for you, Simply Contact’s experts have created a list of the most crucial criteria for providers of external help desk services.
Tier-based support is the key to flexibility. It means increased efficiency via divided inquiries: simple ones go to Tier 1, while complex ones are transferred to more suitable tiers.
Monitoring first contact and general resolution rates is a simple way to elevate the team’s effectiveness. By monitoring ticket handling times, you can identify weaknesses in your customer support.
Advanced solutions can boost the workload, and ticketing systems will improve query sorting. With AI-driven tools and automation, human teams can get rid of routine tasks and enable omnichannel support.
The safety of data should always be a priority, so we recommend checking available certifications and understanding how global help desk providers secure processes and protect the information they receive. Check if they comply with GDPR, ISO 27001, or HIPAA standards.
Help desk outsourcing companies that offer transparency and reporting are an absolute green flag. Check with the service provider whether you can access logging, analytics, and KPI and SLA monitoring.
Help desk companies need to be adaptable for growth, adjusting team sizes according to the current demand. Companies with global reach will more likely support multiregional operations and can easily scale services. It is also great if a 24/7 help desk support can cover time zones and multiple languages as well.
If IT support outsourcing involves specialized software, ensure the service provider has experience in your industry. Such a team will be aware of industry nuances and capable of resolving IT issues promptly.
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Based on the criteria mentioned above, our experts have created the list of the top 10 outsourced help desk providers:
Simply Contact is a leading help desk outsourcing company that helps organizations to reduce IT team overload and downtime. It covers both routine and complex IT issues, like software installation and hardware diagnostics. Simply Contact offers multilingual round-the-clock customer support outsourcing, including user assistance and service desk operations, constantly improving response times and consistency.
Simply Contact is among the help desk vendors that stick to global standards (ISO 27001, ISO 27701, PCI DSS, and HIPAA), reducing compliance risks. More than 700 agents on board allow Simply Contact to perfectly match increasing demands, eliminating coverage gaps without the need to hire extra staff.
Key services: end-to-end outsourcing, quality assurance, IT setup and maintenance, real-time customized analytics, and recruitment.
Industries served:
Travel, fintech, logistics, media, e-commerce, SaaS, and healthcare.
Key strengths:
AI, automation solutions, multilingual & multichannel support.
Pomeroy is among the top outsourced IT support vendors because it has well-established IT services and a workflow focused on delivering advanced technology support. Pomeroy actively applies help desk and digital solutions for workplace services to ensure strong connections with clients and productive operations. The combination of human staff and modern technologies allows them to improve IT processes and reduce downtime.
Key services: advisory & consulting services, managed services, strategic technical staffing, professional services, etc.
Industries served: retail, healthcare, government, finance, and manufacturing.
Key strengths: scalability and a wide service range.
Ntiva is a leading managed IT and customer support outsourcing service provider that offers 24/7 US-based help desk services. Their teams consist of trained technicians and experts in web technologies. With Ntiva’s assistance, businesses can reduce IT-related costs and improve the technological reliability of the company, letting the internal team handle more core strategic tasks.
Key services: IT services and digital transformation.
Industries served: GovCon, auto dealerships, legal, dental practices, nonprofit and associations, healthcare, financial, and private equity.
Key strengths: round-the-clock access to services and enhanced monitoring.
Dataprise stays among the best help desk service providers because of the certified teams of IT professionals backed by SLAs. Their workflows are designed to help businesses run smoothly and effectively. The company applies advanced tools, including AI, to augment human staff with technologically advanced solutions.
Key services: IT management, cybersecurity, cloud and infrastructure services, etc.
Industries served: legal, banking, non-profit, municipality, media, state and local government, oil and gas, and private equity.
Key strengths: certified staff augmented with AI-driven support tools and real-time reporting.
TechMD is nowadays known as Integris, the company that provides IT and remote help desk services. This outsourcing vendor is focused on delivering comprehensive IT support. The company provides cloud integrations and offers strategic consulting. Integris mostly works with small and medium businesses in the USA, delivering enterprise-level productivity.
Key services: IT managed services, advisory services, cloud managed services, cybersecurity services, governance, risk, and compliance.
Industries served: community banks, manufacturers, law firms, and highly regulated industries.
Key strengths: successful projects and awards for work.
Accenture is one of the largest global IT and help desk support companies. The help desk and service desk capabilities are integrated into their full suite of IT-related managed services and outsourcing solutions. The company offers flexible delivery models and structured service processes.
Key services: customer services, cloud, data & AI, ecosystem partners, learning, managed services, strategy, talent & organization, marketing, experience, etc.
Industries served: Insurance, banking, communications, health, high tech, public service, software & platforms, automotive, natural resources, etc.
Key strengths: strong track record, strategic transformation projects.
Infosys is an IT services provider and global consulting company. Their teams provide managed IT services and help desk solutions as part of their digital workplace. Such help desk vendors, like Infosys, can significantly streamline clients’ operations and support employees, removing extra pressure by covering support services instead of relying on internal teams.
Key services: experience, insight, innovations, and accelerations.
Industries served: high technology, industrial manufacturing, professional services, healthcare, agriculture, retail, education, utilities, media, etc.
Key strengths: automation and operational cost optimization.
Nerds Support is highly focused on IT support and remote help desk services. The company’s approach to businesses includes high responsiveness and certified technical expertise. Collaboration with this service provider gives access to a flexible outsourcing model. It means their clients can enhance or fully replace the internal support team with an external one.
Key services: IT services, managed IT, compliance and security services, cloud solutions, consulting, cybersecurity, etc.
Industries served: finance, manufacturing, logistics, accounting, etc.
Key strengths: 24/7/365 remote support from certified professionals, co-managed and fully outsourced models, transparent pricing, and tailored solutions.
99 Uptime is one of the help desk companies that provide scalable services round-the-clock. Most of the company’s clients are startups and small businesses. Uptime teams tailor their capabilities to specific business and industry needs. Their support levels go from L1 to advanced issue resolution, covering all required stages.
Key services: L1, L2, L3 support, 24/7 remote IT help desk, global help desk support, ticket management services, incident management, self-service portal, knowledge base support, end-user support, desktop support, etc.
Industries served: e-commerce, SaaS, enterprise, finance, and IT.
Key strengths: predictable cost models.
Mplus Group is one of the most reliable help desk vendors and business process technology outsourcing providers. Their approach is highly focused on customer experience and multilingual support. Human teams are augmented with AI-driven platforms. As a result, their clients receive advanced multi-channel assistance. They enhance global reach by covering over 40 languages and markets.
Key services: customer experience, consultancy, and technology.
Industries served: e-commerce, travel, airline, food delivery, banking, and financial services.
Key strengths: AI-powered platforms, scalable operations, and global multilingual support.
When choosing the right help desk partner, ensure your future service provider will meet your business needs and improvement goals. First, decide what kind of support you need from your future partner to narrow the list for future company evaluation.
The right help desk service providers can extend your business capabilities and take the pressure related to customer support services off your internal team, delivering professional assistance. Chasing the lowest cost is not really the best decision; you need to ensure the chosen vendor meets the company’s needs. It includes such matters as support volume and technical complexity. Also, keep in mind language and region requirements as well as your company’s growth plan. Service range is equally important; for instance, you can always check our help desk outsourcing options to see if Simply Contact is the perfect choice for you.
We’re here to help you streamline your support and keep your customers happy. Whether you’re expanding your team or optimizing workflows, our solutions are tailored to meet your business needs and help you scale with ease.
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