IT outsourcing
Outsourced helpdesk
A service desk for your staff or your customers, sized against real volume per window.
In summary: a first and second line service desk for employees or end customers, in Spanish and the main European languages, with cover in Spanish or extended hours by combining time zones.
An internal helpdesk consumes more time than it appears to, because the real cost is not handling the incident but the interruption it causes to the technical person handling it between other work.
Outsourcing first line returns that time to your team, provided the escalation criterion is well defined. If it is not, the effect is the opposite.
What is included
Tailored to your volume and systems.
- First and second line incident handling
- Service request management and user onboarding and offboarding
- Workplace, office software and corporate tooling support
- Ticket lifecycle management inside your tool
- A knowledge base maintained during the service
- Cover in Spanish or extended hours as agreed
What is not included
The boundary with systems administration.
- Server and infrastructure administration, which belongs to managed services
- Development or modification of your applications
- On-site support at your offices
- Decisions on security policy or equipment provisioning
Where it is delivered from
In Spanish, from the Latin America corridor or from Spain. In English and other European languages, from Poland or the global network.
For cover outside Spanish hours, combining time zones avoids night premiums and also avoids the wear of informal on-call duty on your own technical team.
Frequently asked questions
Do you support employees or end customers?
Both, though they are different services in practice. Internal support requires knowing your corporate tooling; external support requires knowing your product. Mixing them in one team without sizing for it is worth avoiding.
Do you work in our ticketing tool?
Yes, that is preferable, to keep traceability in your system rather than working on a parallel platform.
How is the service sized?
Against real ticket volume by time window over recent months, peaks included. Sizing against the average rather than the peak is the most common mistake.
Can you handle user onboarding and offboarding?
Yes, within agreed procedures and with role-based access control. Offboarding deserves particular care, because access not revoked in time is a real security risk.
Want to free your technical team from first line?
Send us ticket volume by window and category, and we will size it.