it outsourcing

Customer Service Outsourcing for IT Outsourcing Providers

Extend first-line IT support with AI and multilingual agents for access questions, ticket triage and escalation. Your runbooks and permission model define the actions the desk can take.

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Two female developers collaborating on a project in a modern office setting.

how it plays out

First-line IT support and escalation

Phone English

"I cannot log into the VPN and I have a client presentation in an hour"

Urgent access issue from remote employee

AI walks user through VPN troubleshooting checklist
Verifies credentials, checks for expired certificates or password resets
Escalates to Tier 2 with remote session if basic steps fail
Provides temporary workaround to access presentation materials

Access restored Productivity Saved

Help Desk Portal Japanese

"Our team cannot access the shared drive since the server migration"

Post-migration access issue affecting multiple users

AI checks known issues list from recent migration activities
Identifies permission mapping issue affecting the user group
Creates priority ticket with affected user count and business impact
Notifies infrastructure team and provides estimated resolution time

Priority ticket escalated Team Unblocked

Email Spanish

"We need to onboard 20 new employees next week, all need accounts and equipment"

Bulk onboarding request from HR department

AI captures employee list, department assignments, and start dates
Creates provisioning tickets for accounts, email, and access groups
Coordinates equipment allocation from available inventory
Sends HR confirmation with onboarding timeline and checklist

Onboarding queued Operational Readiness

Live Chat Mandarin

"My laptop keeps crashing with a blue screen when I open Excel"

Recurring application crash from end user

AI collects error code, laptop model, and OS version details
Guides user through basic diagnostics: safe mode, driver updates
If unresolved, schedules remote diagnostic session with technician
Creates ticket with full diagnostic history for faster resolution

Diagnostic initiated Resolution in Progress

the team behind it

Faces, not a queue.

real members of the global team

IT Support-Trained Specialists

First-line troubleshooting for common IT issues: connectivity, access, and applications
Ticket creation and triage with proper priority classification and escalation routing
User onboarding and offboarding support including account provisioning and equipment coordination

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Give Tier 2 the checks already completed

A VPN failure and a shared-drive outage need different intake. Configure HeroDash fields for affected service, device, error message, users affected and business deadline. Use the service and impact fields to route the ticket to the relevant queue. Keep the runbook steps already attempted and their results in the case history, so the technician can begin at the right point.

For joiners and leavers, record the requester, start or end date, requested access and approval owner. Separate a provisioning request from confirmation that access has changed. Your administrators control account permissions; the support workflow should record their result and give the requester the next update. This page covers the support desk, rather than software-development outsourcing.

what comes off the call

The minimum context for a useful IT escalation

Use your identity-check procedure before discussing account details. Users keep passwords, recovery codes and MFA responses in the approved authentication flow.

User or requester reference and approved contact method
Affected service, device and operating system
Exact error and time first observed

Users affected and business deadline
Runbook steps completed and their results
Approval owner or Tier 2 queue and next update

For the parent service, see technical support outsourcing.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

How should password-reset requests be handled?

Follow your organization’s identity verification and reset process. Guide eligible users through the approved self-service route, and send exceptions to the administrator. Account permissions and authentication requirements remain part of your IT policy.

What needs to be agreed before help desk outsourcing starts?

Define the services covered, support hours, runbooks, identity checks and Tier 2 handoff. Test account access and a sample escalation, including what the requester receives when the next team takes ownership.

also worth reading

start

Define your first-line IT support scope

Bring your service catalogue, common ticket types, runbooks and Tier 2 contacts. We will map the support actions and approval points.

Get a Quote