In-House Only
Your experts stuck on routine tickets
- Developers and IT staff interrupted all day
- Queues build up at busy times
- No cover for holidays or sick leave
- Hard to track response times and trends
Help Desk Outsourcing Services for Your Business
Our outsourced help desk handles day-to-day technical questions from your staff and customers by email, phone and chat, so problems are solved quickly and your internal team stays focused.
CONTACT US
Why It Matters
In-House Support Only vs an Outsourced Help Desk
Help desk outsourcing means a trained support team handles routine technical questions and issues for your staff or customers, following your processes and passing anything complex to the right people.
Outsourced Help Desk
Routine issues handled for you
- First-line issues resolved by trained agents
- Clear ticket tracking and agreed response times
- Consistent cover during your agreed hours
- Complex issues escalated with full details
- Reports showing common problems and trends
Want fewer tickets as well? Our AI chatbots can answer common questions, and our software maintenance team can fix recurring issues at the source.
Help Desk QueueExample: staff and customer support
Open
AllEmailPhoneChat
- Password reset requestStaff · Email Resolved
- Printer not connectingStaff · Phone In progress
- Can't log in to customer portalCustomer · Chat Resolved
- Server access issueSent to your IT team with full details Escalated
All responses within agreed targets
What We Cover
Outsourced IT Help Desk Services That Fit Your Business
Choose the support your users need, from simple first-line help to multi-channel customer support.
First-Line IT Support
Everyday problems solved quickly. Agents handle password resets, login issues, software questions and basic troubleshooting, keeping your people productive and your IT team free.
Customer Technical Support
Better support for your customers. Agents help users of your website, app or software with access problems, how-to questions and fault reporting, following your tone and policies.
Multi-Channel Support
Help wherever users reach out. Requests by email, phone, live chat or web form all arrive in one tracked queue, so nothing slips through the cracks.
Ticket Management & Tracking
Every request accounted for. Each issue is logged, prioritised, tracked and closed properly, giving you a full history and clear accountability.
Escalation To Your Teams
Complex issues reach the right people. Anything beyond first-line support is escalated to your IT staff or developers with full details already gathered.
User Onboarding & Account Setup
Smoother starts for new users. We set up accounts, access and permissions for new staff, and guide customers through getting started with your software.
Knowledge Base Creation
Fewer repeat questions. We turn common issues into clear help articles and guides, so users can solve simple problems themselves.
Reporting & Insights
Know what users struggle with. Regular reports show ticket volumes, response times and recurring problems, highlighting where fixes or training would help most.
Flexible Coverage Hours
Support when your users need it. Choose business-hours cover, extended hours or support for peak periods, with response targets agreed for each priority level.
Working Process
How We Set Up Your Outsourced Help Desk
Five steps to a help desk that knows your users, systems and standards from the first ticket.
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01
Discovery
We learn who your users are, what they usually need help with, which systems they use and how support works today.
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02
Support Design
We agree channels, coverage hours, response targets, escalation routes and the tone of voice your staff or customers should experience.
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03
Knowledge Transfer
Agents learn your products, systems and common issues, and we build scripts and help articles before taking the first ticket.
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04
Go Live
Support starts on your chosen channels, often alongside your team at first, so the handover is smooth and users notice no gaps.
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05
Review & Improve
Regular reports and review meetings track response times and recurring issues, so we keep improving answers, articles and processes over time.
Is Routine Support Pulling Your Team Off Course?
Tell us who needs support, how often and through which channels. We will design an outsourced help desk that keeps your users happy and your team focused.
Featured Works
Systems Built With Users in Mind
Easy-to-use systems mean fewer support requests. These projects show how we design software people can use with confidence.
Enterprise Project Monitoring & Tracking
Smooth Transition Strategy (STS) Tracker
A centralised STS Tracker with automated workflows, dashboards and reporting, keeping every activity recorded and traceable, the same accountability a billing system needs for every transaction.
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Procurement & Project Management
Procurement Activity Monitoring Tool (PAMT)
A Procurement Activity Monitoring Tool centralising procurement tracking, workflow management, reporting and performance monitoring, giving teams clear visibility of activity and spending at every stage of the process.
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MIS & Executive Dashboards
Management Information System
A Management Information System centralising data management, monitoring and reporting, with executive dashboards that turn raw figures into the clear, reliable reports finance leaders depend on.
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Education & Learning Platforms
Training Management System
A Training Management System bringing planning, participant management, scheduling, reporting and performance tracking into one platform, giving coordinators accurate, consistent data in one organised place.
See More Details
Why EUITSols
Why Businesses Choose Our Help Desk Outsourcing Services
A friendly, well-trained support team that represents your business properly, solves routine issues quickly and keeps you informed.
Contact UsTrained On Your Systems
Agents learn your products, tools and common issues before going live, so users get accurate help from day one.
Your Tone, Your Policies
We follow your scripts, service standards and brand voice, so support feels like part of your business.
Agreed Response Times
Clear response targets for each priority level, tracked and reported, so you always know how support is performing.
Smart Escalation
Complex issues reach your team quickly with full details gathered, saving time for everyone involved.
Scales With Demand
Increase cover for launches, busy seasons or growth without hiring and training extra in-house staff.
Data Protection
Access to your systems and user data is limited, controlled and handled with data protection in mind.
Clear Reporting
Regular reports show volumes, response times and recurring problems, helping you fix root causes.
Experience Since 2009
We have supported websites, apps and business systems for clients across Ireland, the UK, the US and beyond since 2009.
Industry
Help Desk Support for Your Industry
Support shaped around your users, systems and the questions your sector gets most.
E-Commerce
Handles order, account and checkout questions from shoppers, escalating payment issues to your team quickly.
Learn MoreWooCommerce
Supports store owners and customers with WooCommerce login, order and product questions across your agreed channels.
Learn MoreFintech
Provides first-line help for app and portal access; account decisions and financial queries go to authorised staff.
Learn MoreEdTech
Helps learners and staff with logins, course access and platform questions, especially during busy term starts.
Learn MorePharmacy
Supports staff with system and device issues and helps customers with online ordering; no clinical advice given.
Learn MoreGovt Sector
Provides clear, accessible first-line support for public-facing systems, with strict data handling and escalation routes.
Learn MoreCustom Software
Acts as the first point of contact for users of your software, logging and escalating issues properly.
Learn MoreReal Estate
Helps agents and clients with portal logins, listing tools and account questions so deals keep moving.
Learn MoreLegal Services
Supports staff with IT issues and clients with portal access, under strict confidentiality; no legal advice given.
Learn MoreNon-Profit
Affordable first-line support for staff, volunteers and donors using your websites and internal systems.
Learn MoreCorporate
Takes routine IT tickets off your internal team, from password resets to software questions across departments.
Learn MoreMedical
Supports practice staff with system access and booking tools; clinical questions are always referred to professionals.
Learn MoreWedding & Photography
Helps clients with gallery access, booking portals and downloads, so you spend more time on creative work.
Learn MoreMedia Production
Supports teams with asset library access, file sharing and review tool issues during busy production schedules.
Learn MoreLifestyle
Handles member and customer questions about accounts, bookings and apps in your brand's friendly tone.
Learn MoreCleaning
Supports cleaners and office staff with scheduling apps and devices, keeping jobs moving without delays.
Learn MoreEntertainment
Handles ticketing and access questions from guests, scaling up support before big events and launches.
Learn MoreFAQ's
Frequently Asked
Questions
Help desk outsourcing means a specialist team handles technical support for your staff or customers on your behalf. Agents answer questions, solve routine issues, log every ticket and escalate complex problems to your team, so support stays consistent without hiring in-house. It is part of our Dedicated Teams & Support services.
An outsourced help desk handles first-line issues such as password resets, login problems, software how-to questions, basic troubleshooting and account requests. It can also support your customers with your website, app or software. Anything more complex is escalated to your IT team or developers with full details.
Both. We can provide internal IT support for your employees, technical support for your customers, or a combination of the two. Each group can have its own channels, scripts and escalation routes, so users always get the right level of help.
The cost of help desk outsourcing services depends on ticket volumes, the channels you need, coverage hours and the complexity of your systems. Plans are usually charged monthly for predictable costs. We recommend a plan once we understand your users and support needs.
Coverage is agreed with you and can include business hours, extended hours or extra cover for peak periods. We align support with your users' time zones in Ireland, the UK or the US, and agree response targets for each priority level.
We can handle support by email, phone, live chat and web forms, with every request logged in one ticketing system. You choose the channels that suit your users, and we can start with one and add more as needs grow.
Yes, in most cases agents can work inside your existing helpdesk or ticketing tool, so history and reporting stay in one place. If you do not have one, we can recommend and set up a suitable system as part of onboarding.
Agents only access the systems and information needed for their role, under confidentiality terms agreed in writing. Access is controlled and reviewed, sensitive requests follow your security procedures, and we agree with you how support records are stored and kept.
We start by learning about your users, systems and current support, then agree channels, hours and response targets. Our agents are trained on your products and processes before going live, often working alongside your team at first. Contact us to begin.
Location
Ireland
Bangladesh
Ireland
3 Caragh Meadows, Naas, Co. Kildare, Ireland
Bangladesh
Noor Mansion (3rd Floor), Plot#04, Main Road#01, Mirpur-10, Dhaka-1216
Need Reliable Support
For Your Users? Let's Talk
Tell Us Who Needs Support And How Often. From Our Offices In Naas, Ireland And Dhaka, Bangladesh, We Provide Outsourced Help Desk Support For Businesses In Ireland, The UK And The US.
Sandeep Chowdhury
Founder & Chairman
