A remote help desk service minimizes productivity disruptions, as it can operate around your normal business hours and provide support when equipment, applications, or programs are not used by the employee. Problems are solved quickly with little or no loss in productivity.

The customer wanted technical support help desk / remote IT support, to cater to the technical queries and issues faced by their customers in the U.S.


• Hard to manage a high volume of tickets requiring the involvement from Level 2 engineers and high-level resources in US.
• High turnover and lack of available talent that met the expectations of the Level 1 role at the IT help desk outsourcing operation.
• Inadequate documentation and lack of a proper structure to effectively train Level 1 staff.
• All these limitations translated into long resolution times and poor service levels to the end customer
• Specialized skill set was a key concern and the previous outsourcer struggled to find employees who combined technical troubleshooting and network skills with the ability to successfully manage vendors and provide excellent customer service.
• The previous provider also wasn’t equipped to meet the client’s need for 24×7 supports to accommodate customer locations scattered worldwide.


• HEX64 offered 24*7 IT helpdesk support to the client and assigned skilled and dedicated resources with quick resolution and quality services.
• We provided IT help desk support to the client with the maturity, sophistication, and experience to support its accelerated global growth and high service quality expectations.
• Our team of IT support executive brought its consultative approach to help the organization identify key gaps within existing systems and processes.
• We have a more robust ticketing system with the ability to track and monitor key operational metrics.
• We maintained a 24x7x365 support team exclusively for the company, developing deep expertise in its systems and processes.
• Windows, Mac and Linux OS administration and configuration support
• Installing enterprise software remotely and updating them regularly so they don’t run obsolete
• Remote administration and maintenance of servers
• Complete initial configuration and setting up of routers, firewalls and additional security measures
• Server installation and maintenance
• Multi desktop management


• High availability and instant support
• Client got the access to Best-in-Class IT Talent
• Improved end-user experience and availability of skilled resources
• Higher service availability and improved problem response and resolution
• Improved Service, with First-Time Resolution Rates as High as 82%
• Increased Operational Flexibility & Agility
• Productivity is not affected due to holidays or vacation time since the availability of backup resources.
• Clients have saved up to 70% in payroll after outsourcing to HEX64.
• Client integrated all services under one company
• Client has improved work quality and response time
• Saved time and effort in interviewing and selecting appropriate candidates
• Client reduced operating cost and management fees including HR, admin, client servicing, accountancy etc.
• Client has easy access to trained pool of pre-screened resources.

Tools & Technology

ManageEngine ServiceDesk Plus, ConnectWise Control, Anydesk, Zendesk