ePlus Service Desk

Elevate the value of your team at a fraction of the cost.

Managing users, technology, and the overall growth of your company’s IT infrastructure can be a daunting task.

Do any of these challenges sound familiar?

Remote workforce causing support headaches
Rising IT costs
Existing customer service not meeting SLAs
High turnover rates
Constant need to ramp headcount up or down for business reasons
Budget challenges resulting in not enough FTE to meet RTE activities and project work
Providing coverage beyond normal business hours

By leveraging the ePlus Service Desk offshore option, you’ll benefit from a cost-effective, dedicated team to troubleshoot, triage, and resolve your IT service issues.

What outcomes can you expect?

Significant cost savings
Increased customer satisfaction
Improved process efficiencies
Predictable budgeting
Maintain staff’s focus on your core business
Better insight into end user challenges
Increase in first call resolution

Global Service Capabilities in the Philippines

The ePlus Service Desk offshore offering provides access to an extensive talent pool of college graduates and experienced engineers with strong cultural alignment to the U.S. and where English is an official language. Listen to a couple of our actual Service Desk agents.

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Audio sample 2 Click to listen

With offices in three locations in Metro Manila and formal partnerships with the best universities in the Philippines, we can efficiently build a vetted team and Service Desk experience that delivers:

Savings over on-shore rates

Dedicated resources to your team (including Associate Technicians, Technicians, Senior Technicians, and Engineers at your disposal depending on the skillset and experience required)
Full coverage to follow your workday hours in any preferred U.S. time zone
Reliable engagement, strict oversight, and exceptional operational agility

Secure biometric facility
Annual audits and engagement assessments to ensure KPI alignment
Service Business Reviews (service analysis and service level target metrics for continuous improvement)
Dedicated Service Delivery Managers for seamless onboarding and team integration

Highest Security Standards

Our offshore Service Desk core Information Security Management System adheres to stringent standards of confidentiality, integrity, and availability, including:

ISO 27001 (Security)
ISO 9001 (Quality)
SOC 2 Type II Certified
Comprehensive Data Privacy Policy and Program registered with the National Privacy Commission in the Philippines with certified Data Privacy Officers

Low-Risk, High-Benefit

There can be risks to leveraging an offshore option, but rest assured our offering addresses them for peace of mind, a consistent and positive customer experience, and enhanced efficiency.

No Hidden / Surprise Costs

Our extensive pre-engagement requirements and formal agreement stages remove any mystery / doubt about what is and is not included with our services.

Data Security / Protection

We are ISO 27001 and SOC2 certified and have built a culture of ensuring our customer data maintains its confidentiality, integrity, and availability.

Ongoing Communication

We have built a culture of communication and transparency, leveraging regular governance calls / meetings to ensure we are always on the same page with you.

Reliable Offshore Management

Our bespoke service model ensures the proper level of hands-on offshore management, depending on your unique needs.

Process Discipline

Our proprietary engagement audit and assessment program ensures we are always continuously improving our service capabilities.

Delivery Confidence

Our clear, mutually agreed upon Success Factors, along with our formal governance approach and continuous improvement, ensure our collective success.

Legal / Regulatory Adherence

Our requirements gathering process, along with our in-country HR, Legal, and Compliance teams, ensure adherence to all legal/regulatory concerns.

Time Zone Coverage

We work your schedule. Whether that is your onshore team’s normal shift, or a different shift to maintain productivity, we can cover your unique scheduling needs.

Ready to elevate your team’s value and reduce costs with ePlus Service Desk? Complete the fields below and a member of our team will be in contact with you shortly.