IT Help Desk Outsourcing

Outsource your IT  help desk to Multishoring.info IT Help Desk Center that  supports customers with their questions and requests to help them configure, manage and use their IT systems effectively. Multishoring.info Help Desk Center offers a comprehensive range of contact center services that deliver custom-tailored solutions and highly personalized service.

Multishoring.info help desk processes are based on ITIL 2011 edition best practices which allows to troubleshoot IT service requests faster and more efficiently. First, the service strategy is designed to ensure the services meet business needs. Then, the services are designed, moved into production and operated. The ongoing management of services is accompanied by the continual service improvement process.

Multishoring.info IT Help Desk Center delivers the following services:

  • Service Desk function
  • Technical Management Function
  • IT Operations Management Function
  • Application Management Function

When there is any failure or interruption to an IT service or system, the incident is reported to the Multishoring.info Help Desk Center either by user phone/Skype call, help desk contact web page or a user email. Microsoft SharePoint portal is used as a user front-end controlling the incident process workflows, managing registers and assets lists (issue register, risk register, software & hardware asset registers), and providing access to the knowledge database and Help Desk & asset inventory reports. The reports allow to review the performance metrics and the level of the service as well as to verify the fulfillment of the SLA conditions. In some projects, the SalesForce.com service is used as the software platform.

24/7 Continuity Of The Service

The Help Desk team works in shifts securing full – 24/7 continuity of the service. This allows to provide the services not only to the local and European companies, but also to these from America. The services to the foreign companies are provided in English, and the language skills of some of our employees are confirmed by their studies at the US universities. The Multishoring.info’s process of recruiting, interviewing, and selecting the best employees is well-established and efficient. During the service team formation, customers suggestions and preferences are one of the important factors taken into account.

The Continual Service Improvement process identifies and implements enhancements to IT services that improve the support of business processes. The activities carried within the process allow to increase efficiency and improve cost effectiveness of the entire service lifecycle.

See also the description of how we can take over the support, maintenance and development of your existing application of any size and provide you with cost-effective services in a nearshoring or offshoring model in this area.

Selected Case Studies

US Customer (1)

  • Service: Google Apps support
  • Hours: 12h/workdays 24h/Sat & Sun
  • Help Desk software: SalesForce.com
  • Team: account manager (US based), team lead, 3 engineers

Polish Customer

  • Service: WWW application portal, media database
  • Hours: 24h/7
  • Help Desk software: Microsoft SharePoint
  • Team: manager, 4 engineers

US Customer (2)

  • Service: WWW application portal
  • Hours: 8h/workdays
  • Help Desk software: Microsoft SharePoint
  • Team: manager, 3 engineers (incl. 2 US based workers)
Download also the white paper “Nearshoring of Software Development and IT Systems Support & Maintenance” to find out more on how you can reduce your software development and IT support costs by half.

Download also the white paper “Agile Software Development with Scrum” to find out how we apply the best Scrum practices to our projects.