Outsourced Help Desk Services with Named Agents and SLAs

Help Desk

An Outsourced Help Desk That Resolves at First Contact

A staffed help desk running in your own ticketing system: multichannel intake, triage, level 1 and level 2 resolution, and a written SLA on first response and closure. Named agents on agreed shifts, with every ticket, article and report left in your tools.

Book a 30-minute scoping call See what is covered

Run inside your own ticketing system and knowledge base · NDA and DPA signed before any access · Delivered from Dhaka, Bangladesh on UTC+6 with agreed shift overlap

Every ticket gets

A logged record with a category, a priority and a named owner
A first response inside the agreed SLA window
A resolution attempt at level 1 before any escalation
A note written in plain language, not internal shorthand
A closure check with the person who raised it

Scope

What do EICRA’s help desk services cover?

Six parts of one desk: the people who answer, the system they answer in, the knowledge behind them, and the report that proves it worked. Most clients take all six; each can be bought on its own.

Level 1 Service Desk

First response, triage, access and password requests, how-to questions and known fixes, resolved at first contact wherever the runbook allows.

Level 2 Technical Support

Deeper troubleshooting on applications, accounts, devices and integrations, with a documented escalation path when a ticket goes beyond the agreed scope.

Multichannel Intake

Email, phone, live chat, web portal and WhatsApp collected into one queue, so nothing is resolved in a private inbox and left unrecorded.

Ticketing System Setup

Categories, priorities, SLA timers, routing rules and automations configured inside your own Zendesk, Freshdesk, Zoho Desk or Jira Service Management.

Knowledge Base and Self-Service

Articles written from your real ticket history, so the questions asked twenty times a month stop reaching an agent at all.

SLA Reporting

A weekly report on first response time, first-level resolution, backlog age and reopen rate, against the targets agreed at kickoff.

Process

How does a ticket move through the desk?

Six steps, the same every time, written into a runbook before the desk goes live. Nothing is handled in a side conversation, and nothing closes without the person who raised it saying so.

Intake

Whatever channel it arrives on, the request is logged once, categorised, given a priority and assigned to a named agent.

You receive: a ticket ID

Triage

The agent checks it against the runbook and the knowledge base, confirms what the user actually needs, and answers inside the SLA window.

You receive: a first response

Resolve at level 1

Anything inside the runbook is fixed on the spot. Escalating a ticket a level 1 agent could have closed is treated as a defect, not a normal outcome.

You receive: a fix or a plan

Escalate

If it needs level 2, your engineers or a vendor, it moves with a written handover: what was tried, what was ruled out, the logs and the user’s own words.

You receive: an escalation note

Verify and close

The ticket stays open with us until the requester confirms it is resolved. Closed by timeout is not a resolution.

You receive: a closure confirmation

Learn

Anything asked repeatedly becomes a knowledge article or a problem record, so the same ticket stops arriving every week.

You receive: a knowledge article

Tools

Which ticketing systems do you work in?

Yours. We staff and configure the system you already pay for, rather than moving your users to a portal that suits us. If you have no system yet, we help you choose one and set it up in your own account.

Zendesk Full desk: intake, macros, SLA timers, views and reporting.

Freshdesk Full desk, automations, portal and knowledge base setup.

Jira Service Management Queues, request types, SLA rules and links into engineering.

Zoho Desk Full desk inside the Zoho suite you already use.

HubSpot Service Hub Ticketing tied to the customer record in your CRM.

No system yet Selection, setup and migration, opened in your own name.

Scope boundary

Who should resolve what: level 1, level 2 or engineering?

Every escalation costs the step it left as well as the step it arrived at. Agreeing the boundary in writing is what keeps a desk affordable.

Tier	Typical tickets	Who handles it
Level 1 service desk	Access and password requests, how-to questions, known errors, status checks, licence and hardware requests logged and routed.	EICRA agents
Level 2 technical support	Application faults, permission and account problems, device, email and integration issues that need investigation rather than a known fix.	EICRA agents, within the agreed scope
Level 3 engineering or vendor	Code defects, data fixes, infrastructure changes and anything that needs a release, a config change in production or a vendor case.	Your engineers or the vendor

What we do not do. A remote help desk does not cover on-site hardware repair, physical network or server administration, or anything needing someone in the building — that work sits under IT Infrastructure Management. We also do not change production systems outside your own written change process, however urgent the ticket looks.

Why EICRA

Why outsource your help desk to EICRA?

HDI and MetricNet put the average North American cost per ticket at about $22 when the level 1 service desk resolves it, and about $62 when it goes to desktop support — and those costs are additive, so an escalated ticket runs to roughly $84 (HDI / MetricNet). A desk is cheap or expensive depending on how much it resolves itself.

Named agents, not a shared pool

You know who is on your queue and who leads them. The same people learn your systems, your vocabulary and your exceptions, instead of reading a script cold every shift.

First-level resolution is the target

We measure how much the desk closes itself, not how many tickets it touches. An escalation that a level 1 agent could have handled is reviewed as a defect in the runbook.

Your tool, your tickets, your knowledge

Everything is built in your own system. The ticket history, the macros and every knowledge article stay with you, and our named accounts are removed at handover.

An SLA in the contract, not a deck

First response time, resolution targets, coverage hours and escalation routes are written into the agreement, with a weekly report that shows the misses as well as the hits.

FAQs

Help desk FAQs: cost, coverage, tools and escalation

Cost is at the top, because that is the question everyone opens with.

How much do help desk services cost?

Help desk is a monthly service, priced per agent per month with a three-month minimum and quoted after a 30-minute call. Shift coverage, languages and ticket volume set the number of agents. Your ticketing subscription stays in your own name and is paid by you. Published rates sit on the pricing page.

What hours can you cover?

Whatever your users need, agreed at kickoff. We are on UTC+6, which covers Asia-Pacific and European business hours directly, and we staff US shifts where the volume justifies it. Coverage, overlap hours and out-of-hours rules are written into the contract.

Do you work in our ticketing system or yours?

Yours. We work inside your own Zendesk, Freshdesk, Jira Service Management, Zoho Desk or HubSpot. The tickets, the macros and the knowledge base stay with you, our agent accounts are named, and they are removed when the engagement ends.

What is the difference between level 1 and level 2 support?

Level 1 is the front line: it answers, logs, triages and resolves anything covered by the runbook. Level 2 investigates application faults, permissions, devices and integrations. Level 3 is your own engineers or the vendor, for code defects and infrastructure changes.

How do you measure the desk?

Against targets agreed at kickoff: first response time, first-level resolution rate, backlog age, reopen rate and customer satisfaction. You receive a weekly report with the numbers and the misses, and the targets sit in the contract rather than in a sales deck.

Do you handle customer support as well as internal IT support?

Both, as separate queues. An internal IT desk and a customer support desk share the same mechanics but need different tone, different escalation paths and different knowledge. We scope them separately so that one does not quietly starve the other.

What happens to a ticket you cannot resolve?

It is escalated with a written handover: what was tried, what was ruled out, the logs, and the user’s own words. Escalation targets are agreed in advance, and the ticket stays open with us until the person who raised it confirms it is resolved.

How long does it take to go live?

Typically two to four weeks. The first week is scoping and access, the second is runbook and knowledge build, then a pilot queue at low volume before full coverage. Most delays come from access approvals on your side rather than from staffing.

Send us last month’s ticket export. We will tell you how many of those should never have reached an agent. Book a 30-minute scoping call