Hire remote help desk technicians for your ticket queue

What remote help desk technicians handle

A help desk seat is queue work. First response inside your SLA, triage, password and account resets, printer and endpoint issues, software installs, and clean ticket notes that let the next person pick it up. Tier 2 takes the escalations Tier 1 cannot close. Tier 3 takes the ones that need real depth in Windows, networking, or a core line of business application.

We scope the seat before we recruit for it. Which tools, which tiers, which hours, what gets escalated and to whom. The technician then works your board inside your process, attends your standups, and answers to your service desk manager. They are contracted through us, they work your account and no other, and they sit in your reporting line like the rest of the team.

Offshore help desk staffing and your budget

Help desk is where MSP margin is thinnest and where US hiring is hardest. The people who are good at it get promoted off the phones, and the ones who stay want more than the seat can carry. Recruiting in the Philippines, Latin America, Eastern Europe, and South Africa gives you a much larger pool of career service desk people, at a rate that is strong and competitive where they live.

An international contractor costs a fraction of a comparable US hire, so the same budget line covers more of the board. Tier 1 and Tier 2 seats sit below our senior band and are quoted per role, because the scope varies too much to post one number. At the Tier 3 end, where the seat is a genuine senior technical role, the all-in rate is $3,500 to $4,500 a month.

Five gates before a candidate reaches you

We are slower than a firm that forwards resumes, and that is deliberate. The work is loaded at the front. Every candidate clears five gates: identity and work history, language proficiency, role-specific skills testing, reference checks, and workspace and security posture. For a help desk seat, the language gate does most of the heavy lifting, because the job is talking to frustrated people on the worst morning of their week.

We will not quote you a time to shortlist or a time to fill. It depends on the tier, the tools, and the hours you need covered, and a number invented to win the conversation is a number missed later. What we will say is that the people you interview will be able to do the job, so you are choosing rather than filtering.

Where this is a poor fit

This does not work if the seat needs hands on hardware. Someone has to swap the switch, image the laptop, and walk the floor, and that person has to be local. It also does not suit a two-week burst of ticket overflow. The model is built for seats you expect to keep filled for a year or more, where the investment in scoping and screening pays back.

One more limit worth saying plainly. If your plan is to bring a Tier 1 technician onto your own payroll after a few months, we are not the right partner. Contract to hire and direct placement are available for Tier 3 technical and management seats only. Below that level, the seat stays on the monthly model, with the contract and the compliance work sitting with us.