The Top 7 IT Service Desk Outsourcing Solutions

Capgemini SE is a globally recognized IT services and consulting firm that transforms organizations’ service strategies to build better customer relationships. They offer enhanced tools that provide support to customer service operations, continually monitoring and optimizing performance.

A key function of Capgemini’s service lies in their ability to convert field service into a customer engagement channel and a profit center. They enhance performance across field agents and assets, facilitating a connected service experience. They apply advanced technology options to bolster field agents’ capacity for superior customer service, while ensuring continued business growth. Another of Capgemini’s offerings is the creation and management of a modern contact center that harnesses real-time customer feedback and sentiment. Innovative features such as smart routing, workforce optimization, augmented agents, outbound interaction management, and outsourcing management are included. Not only does this provide efficient, accurate, and personalized responses, but it also creates opportunities for upselling and cross-selling.

Capgemini provides a comprehensive suite of services designed to enhance customer service, streamline field service operations, and optimize contact centers to improve business performance and stimulate growth.

Compucom offers managed IT services focused on creating secure and cutting-edge digital workplace solutions. It is designed to add value in essential areas of digital transformation, maximizing return on investment through its robust offerings.

The strength of Compucom’s staffing services lies in its extensive talent pool, built and continually updated using customized recruiting software. This platform allows for stringent selection based on client specifications as well as tracking the performance of resources, retaining only the top performers for future contract opportunities. Compucom’s Digital Support Services provide round-the-clock Service Desk and Remote Resolution support along with multi-channel engagement. With delivery locations throughout North America and India, they offer support in multiple languages and an on-demand support system regardless of location or time. Their digital engagement and automation platform employs AI/ML for self-help and self-service. Compucom offers a flexible staffing model, allowing access to ready-to-work talent matching your requirements.

Compucom’s comprehensive, seamless service is designed to boost productivity, improve end-user satisfaction, and reduce costs. It offers a flexible, dependable solution for those in need of IT professionals, enabling optimal utilization of resources, agility, and ultimately, better business outcomes.

ConnectWise is a comprehensive platform designed to support Technology Solutions Providers (TSPs) with their as-a-service operations including help desk, NOC, SOC, and consulting services. It is tailored to handle routine to intensive networking, technical, and cybersecurity concerns, as well as extend project support and expertise that matches your in-house team’s capabilities.

The platform offers practical solutions that aim to supplement your technical operations. ConnectWise Project Assistance aids in managing ad-hoc projects at any time, allowing your team to focus on their primary functions. It features a Dedicated Technician service to offer specialist support on projects that your in-house team may be unable to handle, as well as providing full-equipped help desk services, reducing the burden on your staff and enabling them to concentrate on business-developing projects. The platform offers Network Operations Center (NOC) service, which tackles behind-the-scenes tasks like network monitoring, system upgrades, and patch management, aiding businesses as they scale.

ConnectWise features a Security Operations Center (SOC) that delivers around-the-clock monitoring to detect and manage cybersecurity threats. The platform proves indispensable in managing all the as-a-service operations effectively, facilitating in-house teamwork and boosting business growth.

Global Mentoring Solutions (GMS) offers an extensive IT management infrastructure that serves as an augmentation of an IT service business through its product, GMS Live Expert. The solution expands an organization’s operational scope and scalability by providing round-the-clock phone, chat, and bi-directional Professional Service Automation (PSA) ticket support for its customers.

GMS Live Expert is designed to fill service gaps, leveraging its team of experts to handle your frontline tickets and Network Operations Center (NOC) alerts. The utilization of user and device-centric pricing modules ensures effective cost management, while simultaneously lowering the overall support costs. GMS delivers valuable support through its 24/7 available North American based help desk and NOC teams. The efficient resolution of more than 500,000 tickets annually by GMS shows its ability to boost a company’s support capacity, enabling it to easily engage in new business opportunities.

GMS Live Expert acts as an authentic extension of an organization’s existing team with its seamless integration into current processes and support technology stack. The solution’s vendor-agnostic support coupled with a bi-directional ticketing system and documentation sync capabilities offers enhanced features and scalability for efficient IT management, ultimately lowering total support costs.

HCLTech is an international technology consulting corporation. The company operates globally, leveraging a diverse workforce of over 227,000 in over 60 countries. HCLTech primarily aims at offering advanced capabilities in digital, engineering, cloud, and AI through an extensive suite of technology services and products.

A key feature of HCLTech is its unified global network. This network allows the company to offer continuous support to its clients worldwide through its cutting-edge Delivery Centers, Innovation Labs, and Engineering Labs. The Innovation Labs are paramount, allowing client-oriented ideation, development, and delivery of futuristic solutions using next-generation technologies for business transformations. In addition to the Innovation Labs, HCLTech also provides over 210 Delivery Centers. These facilities give global customers and partners access to the most recent technological expertise and practical technology solutions catered to their specific business needs.

HCLTech Digital Workplace Services helps you build a personalized and adaptive workplace. HCLTech has a global workforce committed to providing up-to-date technology expertise and solutions, which work to enhance the company’s capacity to support clients around the world effectively.

Stefanini leverages three decades of industry experience to offer an expansive portfolio of services, including automation, cloud, internet of things (IoT), and user experience (UX). This includes the digital workplace and infrastructure offering, which features remote and local support in the form of a service desk and field service capabilities.

The service desk element is resourced with onshore, offshore, and nearshore delivery centers. The service ranges from self-service kiosks which enhance operational efficiency, to permanent on-site support for coordinating all your digital workplace needs. Stefanini’s solution benefits from smart lockers and vending machines for device distribution and VIP support, ensuring executive-level users get direct support, as well as comprehensive IT asset management (ITAM) for ensuring equipment is maintained, upgraded, and decommissioned effectively. It also has a remote technical support function providing guidance and support for registered users and features a virtual tech bar for an alternative to traditional on-site tech support.

Stefanini Group’s digital workplace and infrastructure service integrates superior end-user and IT interactions with field service support and a service desk. It offers a robust and cost-efficient solution to streamline business operations and fulfill delivery requirements effectively.

Wipro has developed an innovative solution known as Live Workspace OneDesk. Tailored to help enterprises embrace digital transformation, OneDesk offers a comprehensive service management platform based on agile methodologies and is adaptable to changing market trends.

OneDesk is built on active workplace analytics and performance intelligence, fostering a data-driven support environment. By leveraging AIOps, it enables automated proactive and predictive resolution of problems, ensuring issues are dealt with before they impact staff efficiency. Key features of OneDesk include a cloud-first, personified model that provides contextual support to employees exactly when they need it. With the integration of advanced workplace technologies, employees’ capabilities are enhanced. OneDesk encourages elevated user experience via hyper-automation, catering to the flexible needs of the mobile workforce. It also provides advanced self-service, self-sense, and self-heal options.

Wipro’s Live Workspace OneDesk aims to transform user service management with a focus on automaton, agility, and advanced analytics. This allows greater efficiency in incident resolution and improved overall employee experience, making it a viable choice for enterprise-level digital transformation.