What our outsourced IT support team handles
Outsourced IT support means a trained IT specialist outside your building handles the tickets your staff raise, through remote tools and the channels you choose. With us, that specialist is a dedicated team member: one person, or a small team with a lead, assigned to your company and learning your setup.
The work splits into two tiers.
L1 help desk: the everyday fixes
- Wireless and network troubleshooting: dropped connections, slow Wi-Fi, a laptop that will not join the network.
- Business software support: Microsoft Office, cloud management and web conferencing tools.
- Mobile device support: Bluetooth, syncing, app setup and troubleshooting.
- Hardware setup: printers, scanners and faxes, walked through remotely with the person at the desk.
L2 support: the deeper system work
- Business networking: port forwarding, MAC and IP setup, proxies.
- Software installation, troubleshooting and operating system upgrades.
- System tune-ups: startup cleanup with MSConfig, defragmentation and registry cleanup.
- Virus detection and removal.
Anything past L2 follows the escalation path you set: your IT lead, a hardware vendor or your managed service provider. The ticket goes over with the notes and the steps already tried.
A dedicated help desk in your tools, on your hours
Your team member works inside the systems you already run: your ticketing or help desk platform, your remote access tool, your chat and your phone line. Staff reach them by phone or live chat, or by opening a ticket. Every fix is logged in your system, so the history stays with you.
They work your business hours, in your time zone, from our Cebu facility. The facility runs multiple shifts, so if your offices span East Coast and West Coast hours, or you need evening cover, a second team member can take the next block of hours.
Because the person is dedicated, they learn your environment: the printer that keeps dropping off the network, the plug-in your sales team depends on, the laptop setup your new hires get. That knowledge stays on your account. Onboarding covers your documentation, access rules and escalation contacts before the first ticket.
Remote monitoring and alerts
Help desk work starts when someone calls. Monitoring starts before that. Your team member watches the alerts from your monitoring tools, checks each one against your runbook and acts: a restart, a cleanup, a ticket to the right owner, or a call to your IT lead when it needs a decision.
- Alerts watched on the hours you set, with more hours added by shift when you need them.
- Each alert logged in your ticketing system with what was found and what was done.
- Recurring problems flagged in a weekly summary, so the cause can be fixed once.
- Routine checks agreed with you, such as pending updates, devices low on disk space and antivirus that has stopped reporting.
IT support outsourcing alongside your MSP, or in place of one
Many companies compare IT support outsourcing against a managed service provider contract priced per device or per user. Ours is a named person, dedicated to your company, at a monthly rate. It fits three common setups.
- No in-house IT. A small or growing business where the office manager fixes the printer today. Your team member becomes the help desk, and an outside vendor handles the occasional project.
- An MSP contract you want to keep. Your team member takes L1 and L2 tickets in your MSP's ticketing system or yours, and passes up only the work that needs the MSP. The queue gets shorter and your MSP hours go to the larger jobs.
- A stretched internal IT team. Your team member covers the help desk so your IT staff can spend their time on infrastructure, security and planning.
Outsourced IT support on this page is for your own staff and offices. If your customers need help with your product, see our page on outsourced technical support for customer-facing tier 1 and tier 2 teams.
What does outsourced IT support cost?
A dedicated IT support team member starts from $1,500 a month, all-in: salary, benefits, workstation, facility, supervision and HR. That is 53 to 70% below the fully loaded cost of a comparable US hire.
The rate is fixed per team member per month. There is no per-ticket fee and no per-device count, so a busy month costs the same as a quiet one. The rate depends on the tier of work (L1 or L2), the hours you need covered and the number of team members. You get the figure in writing during scoping, before anyone starts.
Security and access you control
Your team member works with the access you grant, and only that access. You create the accounts in your systems, set the permissions, and can remove them the same day.
On our side:
- Every candidate passes a third-party background check before hiring. Our employee background check page has the steps.
- Our network runs firewall and content filtering, and only work-related websites are whitelisted. Details are on our network security page.
- Access inside our facility is restricted per user profile, and files are shared only with the team that needs them.
You set the data rules for your environment, and we work to them. If your industry has its own compliance framework, tell us during scoping and we build the onboarding around it.
Our 3-step process
We help businesses find the right talent to strengthen operations, connecting you with skilled professionals aligned with your goals to drive efficiency and growth.
Consultation
We analyze your needs, challenges and objectives.
Tailored Solution
We design a customized plan that aligns with your goals.
Ongoing Support
Our team provides continuous assistance and optimizations to ensure efficiency.
Why Staff Outsourcing Solutions
We have built and run dedicated teams for US companies since 2010, 15 years from our facility in Cebu Business Park. The company is SEC-registered and DOLE-compliant in the Philippines, with a US office in Nixa, Missouri.
Our facility has a full building generator for backup power. We have multiple redundant internet services running on separate undersea cables with direct routes to the US and beyond. This allows us to have reliable, low-latency service for our clients.
With thousands of employees across a multi-shift, multi-floor operation and 1,000-seat capacity, a second help desk team member can be added as you grow. Need more than IT support? Our outsourcing solutions page lists every team we build.
7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines. US: 1738 N Gregory Drive, Nixa, MO 65714. 1-888-356-8024.
Frequently asked questions
The questions business owners and IT managers ask before outsourcing IT support services.
A dedicated IT support team member starts from $1,500 a month all-in, 53 to 70% below a comparable US hire, at a fixed monthly rate with no per-ticket or per-device fees.
An outside team handles IT work your own staff would otherwise do. With Staff Outsourcing Solutions that is IT support: an L1 and L2 help desk, monitoring and alerts, troubleshooting and system fixes for networks, software, mobile devices and office hardware, done remotely by a dedicated team member.
L1 is the first contact: connection problems, software questions, device syncing and printer setup. L2 takes the harder tickets: network configuration, software installs and OS upgrades, system tune-ups and virus removal.
Yes. Your team member takes the L1 and L2 tickets in your ticketing system or your MSP's, and passes up the work your MSP contract covers.
Yes. They work your hours, in your time zone, with supervision on the same shift. Longer coverage is a second team member on the next block of hours.
Yours: the help desk platform, remote access tool and chat you already use, through accounts you control. Tell us the platforms during scoping and we match the hire to them.
You grant the access and can remove it the same day. Every candidate passes a third-party background check, and our network allows only work-related websites.
Get a dedicated IT help desk
Tell us the tickets your staff raise most, the tools you use and the hours you need covered. We will come back with the tier, the team size and a monthly rate in writing.
Our solutions are tailored to meet the needs of diverse industries, including:
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