Outsourced IT helpdesk delivering rapid, expert end-user support across Level 1–3 — reducing IT burden and keeping your workforce productive.
Every minute an employee spends fighting with their IT is a minute of lost productivity. Whether it is a password reset that takes an hour to process, a software fault with no clear owner, or a new-starter who cannot access critical systems on their first day — IT helpdesk failures have a direct, measurable cost to your business.
IPGlobal's outsourced IT helpdesk service provides 24/7/365 Level 1–3 support, ITIL-aligned processes, and multilingual agents to ensure your workforce gets fast, expert resolution every time they need help. We integrate with your existing ITSM tooling and escalation paths so the transition is seamless and your users never notice the change — except that their issues get resolved faster.
Round-the-clock service desk staffed by experienced IT support agents. Users log tickets by phone, email, chat, or self-service portal and receive acknowledgement and triage within minutes — at any hour, any day of the year.
Structured multi-tier support from first-contact L1 resolution of common issues through to L2 technical investigation and L3 specialist escalation. Every tier has defined response and resolution SLAs with transparent handover procedures.
Agents use secure remote access tools to take direct control of user devices for faster, more accurate diagnosis and resolution — eliminating the back-and-forth of guided troubleshooting and reducing handle time on complex issues.
Full ticket lifecycle management across ServiceNow, Jira Service Management, Freshdesk, Zendesk, and BMC Remedy. We maintain accurate categorisation, priority, SLA tracking, and knowledge base articles to drive continual improvement in first-contact resolution rates.
Structured IT provisioning and deprovisioning workflows ensure new starters are fully equipped from day one and leavers are properly offboarded — covering account creation, device setup, application access, and licence reclamation.
Support delivered in your users' preferred language — English, French, German, Spanish, Portuguese, Dutch, Italian, Arabic, Mandarin, Japanese, and more. Language routing ensures users always reach an agent they can communicate with naturally, improving satisfaction and first-contact resolution.
User contacts the service desk by phone, email, chat, or self-service portal. Ticket created and acknowledged within SLA window.
Agent categorises the issue, sets priority (P1–P4), and checks the knowledge base for known solutions or workarounds.
First-line agent attempts resolution using approved run-books and remote access tools. Over 70% of tickets resolved at L1 without escalation.
Unresolved tickets escalate with full context to L2 technical engineers or L3 specialists within defined SLA timeframes.
Issue resolved, user confirmed satisfied, ticket closed with root-cause notes. Recurring patterns feed into knowledge base and proactive problem management.
No gaps, no out-of-hours answering services. Real support agents handle real tickets around the clock, every day of the year — ensuring your global workforce always has IT support when they need it.
All processes — incident management, problem management, change management, and service request fulfilment — follow ITIL best practice frameworks for consistent, auditable, enterprise-grade service delivery.
P1 incidents receive an initial response within 10 minutes. Our sub-10-minute SLA for critical issues means your most impactful problems are never left waiting in a queue.
Native-language support across major world languages eliminates communication friction and improves first-contact resolution rates — critical for multinational organisations with diverse workforces.
Structured L1–L3 escalation paths with context-rich handovers mean engineers always have the full picture when they receive an escalated ticket — reducing repeat contacts and handle time.
Standard SLAs suit most enterprise requirements, but we can tailor response and resolution targets, priority definitions, and escalation trees to match your specific operational and contractual obligations.
Outsourcing your helpdesk to IPGlobal gives you 24/7/365 coverage without the cost of building an in-house team across multiple time zones. You benefit from ITIL-aligned processes, sub-10-minute first response SLAs, multilingual agent availability, and seamless L1–L3 escalation paths — all under a single managed service agreement. Our agents integrate with your existing ITSM tools so your users experience a seamless transition with no change to how they log tickets.
Level 1 (L1) handles first-contact resolution of common issues — password resets, software access, basic connectivity, and guided troubleshooting using known solutions. Level 2 (L2) covers deeper technical investigation for issues L1 cannot resolve — OS faults, application errors, device configuration, and network connectivity problems. Level 3 (L3) involves specialist engineers for complex infrastructure issues, vendor escalations, root-cause analysis, and problems requiring environment-specific expertise. IPGlobal provides coverage across all three levels with defined escalation SLAs between them.
Our standard SLAs commit to first response within 10 minutes for Priority 1 (service-down) tickets, 30 minutes for P2 (significant impact), 2 hours for P3 (degraded service), and 8 business hours for P4 (general enquiries). Resolution targets are set according to ticket priority and agreed with you during onboarding. Custom SLAs are available for enterprise clients with specific regulatory or operational requirements.
IPGlobal agents are trained on all major ITSM platforms including ServiceNow, Jira Service Management, Freshdesk, Zendesk, BMC Remedy, and Ivanti (formerly LANDESK). We can work within your existing platform or operate on our own instance with API integration to your systems. We also integrate with communication tools such as Microsoft Teams and Slack for chat-based support channels that complement your primary ticketing system.
Yes. IPGlobal provides multilingual support across a wide range of languages including English, French, German, Spanish, Portuguese, Dutch, Italian, Mandarin, Japanese, and Arabic — with additional languages available on request. For global organisations, we can configure language routing so users are automatically connected to an agent in their preferred language, improving first-contact resolution rates and user satisfaction scores.
Yes. IPGlobal's helpdesk can be configured to manage the full IT onboarding and offboarding workflow — provisioning user accounts, setting up devices, configuring email and application access, and providing new-starter orientation sessions. For leavers, we handle account deactivation, device collection coordination, data backup verification, and licence reclamation — reducing the administrative burden on your internal IT team and ensuring nothing is missed during employee transitions.
Talk to an IPGlobal service desk specialist today. We'll assess your current support model and provide a tailored helpdesk proposal within 24 hours.
