Our Two-Tier IT Help Desk Support Model
Thanks to decades of experience and a substantial team of experts, we can quickly onboard an organization immediately provide support to users 24/7. With Quest’s IT Help Desk Support Services, your IT staff and infrastructure can stay focused on core business objectives without getting bogged down by support quagmires.
Our two-level approach to managed help desk services ensures efficient troubleshooting and easy escalation as necessary.
Level 1: Front-Line Support
What We Do: Call answering, after-hours portal/Chat, incident logging, knowledge-base-driven troubleshooting, and secure remote-control resolution for Windows & macOS.
Result: High first-contact resolution rates and happier users.
Level 2: Advanced Troubleshooting & Escalation
What We Do: When a call can’t be resolved, provides additional troubleshooting and a pre-defined escalation process.
Result: Rapid resolution of complex technical issues without hand-offs that frustrate users.
Outsourced Help Desk Services Built Around Your Needs
Quest’s outsourced IT help desk services provide flexible, scalable technical assistance to support your employees and reduce the workload on internal IT teams. Our services include:
- Information Technology Infrastructure Library (ITIL) best practices
- Round-the-clock support by certified technicians
- Access to the eSupport portal for easy reporting
- Choice of multiple service offerings
- Customized, dedicated Autoatic Call Distributor (ACD) phone line with an optional script
- Call-dispatch capabilities for on-site repairs
- 8 to 5 or 24/7 service levels available
Flexible Help Desk Support for Any IT Team
Quest can manage your organization’s technical support needs or supplement your existing IT team. We’re committed to maintaining quality customer service and high service-level metrics.
With Quest’s outsourced IT support services, you’ll tame costs and let your in-house IT talent concentrate on innovation instead of daily break-fix. Get dependable help desk support from certified technicians who help your employees stay productive.
Frequently Asked Questions
What is IT help desk outsourcing, and how does it work?
IT help desk outsourcing involves hiring an external provider to manage employee technical support. Quest’s IT help desk services provide certified technicians who troubleshoot software, hardware, connectivity, and access issues, helping businesses reduce downtime and internal IT workloads.
How does Quest's IT help desk work?
Quest uses a two-level support system to resolve technical issues efficiently. Level 1 technicians handle common problems, including password resets, software issues, and remote troubleshooting. Level 2 provides advanced troubleshooting and escalation for more complex issues.
When should a company outsource its help desk?
Businesses should consider IT help desk outsourcing when support tickets overwhelm internal teams, response times increase, or staffing costs become difficult to manage. Outsourcing also helps organizations that need specialized technical expertise or after-hours support without expanding their IT departments.
Is Quest's help desk U.S based, and is 24/7 coverage available?
Quest provides U.S.-managed IT help desk services with access to certified support technicians. Businesses can choose between standard 8 a.m. to 5 p.m. coverage and 24/7 technical support, depending on their operational requirements.
Co-managed vs. fully outsourced IT support: Which is right for us?
Co-managed IT support supplements your existing team, allowing internal staff to focus on strategic priorities while an external provider handles routine requests or after-hours coverage. Fully outsourced support shifts day-to-day help desk responsibilities to the provider. Quest offers flexible services to accommodate both approaches.
We recognized early on that we did not have the skill sets or tools to tackle a red-alert emergency. That’s why we formed our partnership with Quest. 
