Euroanswer provides IT support outsourcing at level 1 and level 2. Our technically trained, multilingual agents run the help desk for your customers or your own employees: they log and prioritise every request, resolve common issues at first contact, troubleshoot more complex ones remotely, and escalate what needs your engineers with a complete, well-documented ticket. We have run IT service desks since 2004 — for one global bank for 15 years — from delivery centres in Romania and North Macedonia.
Support levels: what we handle and what we escalate
IT support is organised in levels. We take on the first two, so your own engineers can focus on the work only they can do.
Level 1 — first contact
The single point of contact for your users. We log and categorise every request, reset passwords and unlock accounts, answer how-to questions, solve known issues from your knowledge base and route the rest correctly.
Level 2 — troubleshooting
Deeper diagnosis by more experienced agents: software and application issues, configuration, access and permissions, remote sessions, and reproducing problems step by step until they are solved.
Escalation to your teams
Issues that need code changes, infrastructure work or vendor involvement go to your level 3 teams through the escalation matrix you define — with full context, so nobody has to ask the user again.
Knowledge that compounds
Every solved ticket improves the knowledge base. Over time, more requests are resolved at level 1 — faster for users and cheaper for you.
IT support services
Service desk / IT help desk
Incident and request management through to resolution, with a proactive, predefined approach and clear priorities.
End-user support for employees
An internal IT help desk for your staff — access, accounts, devices, workplace applications — so your people can keep working.
Technical support for your customers
Product support for software, SaaS and hardware users: installation, setup, troubleshooting and guidance in plain language.
Remote support & dispatch
Remote diagnostics and resolution, warranty and break-fix management, and coordination of on-site interventions.
Ticket & queue management
High-volume ticket handling with agreed turnaround times, accurate categorisation and clean handovers between levels.
Quality assurance & reporting
Quality checks on every queue, regular calibration with your team and transparent reporting against your SLAs.
Who it is for
Companies with users in several countries
Your employees or customers speak German, French, Polish or Czech — and expect help in their own language, not only in English.
Software, SaaS and hardware companies
Your engineers spend too much time on repetitive tickets. We take level 1 and level 2, so they can focus on the product.
Banks and regulated businesses
You need a help desk that works under strict security, confidentiality and audit rules — like the one we have run for a global bank for 15 years.
Growing IT teams
Your internal help desk can’t keep up with new users, launches or migrations, and hiring takes months. Teams start from 3 specialists and scale with your volumes.
Outsourced IT help desk vs in-house
| In-house help desk | Outsourced to Euroanswer | |
|---|---|---|
| Languages | Limited to the people you can hire locally | 12 languages, native and fluent agents |
| Coverage | Office hours, unless you staff extra shifts | Business hours to 24/7, in every language we offer |
| Scaling | Months of recruitment for every new hire | Live in 4–6 weeks, then grows or shrinks with your volumes |
| Cost | Salaries, benefits, management, tools and turnover | Predictable, contractual budget |
| Knowledge | Leaves when people leave | Documented in your knowledge base and kept in the team |
| Control | Full | Your tools, your processes, your SLAs, transparent reporting |
How we work
- In your tools. Our agents work in your ITSM and ticketing platform — such as Zendesk, ServiceNow, Jira Service Management or Freshservice — and in your remote-access and knowledge-base tools, following your processes and escalation matrix.
- Against your SLAs. We report on the KPIs you set — answer time, first-level resolution, tickets in time, user satisfaction.
- Technically trained people. We recruit agents with technical aptitude and language skills, then train them on your products, systems and procedures before go-live.
- ITIL-based processes. Incident, request and problem management follow ITIL practices, led by ITIL-certified team leads.
- Multilingual. Support in 12 languages, including English, German, French, Italian and Spanish, and many Central and Eastern European languages.
- People first, AI-assisted. AI tools help with ticket categorisation, knowledge search and translation; our agents own the conversation and the resolution.
- Secure by design. ISO/IEC 27001-certified information security, ISO 9001 quality management and GDPR-compliant operations.
- Scalable. Teams from 3 to 30 specialists, growing for launches, migrations and seasonal peaks without hiring cycles on your side.
- Direct access to management. As a boutique provider, you talk to the people who run Euroanswer — escalations reach a decision-maker, not a ticket queue.
Looking for multilingual customer care rather than IT support? See our customer service outsourcing. Need specialists who work inside your own team, under your direction? See our staffing services.
How we set up your IT help desk
A new help desk is typically live within 4–6 weeks, depending on languages, volumes and the complexity of your systems.
- Discovery — we map your users, systems, channels, languages, support levels and KPIs.
- Knowledge transfer — we document procedures, known issues and the escalation matrix with your IT team.
- Recruitment & training — we hire and train agents on your products and tools.
- Go-live — the team starts in your tools, with escalation paths agreed in advance.
- Continuous improvement — we move recurring issues to level 1, update the knowledge base and report on progress.
Frequently asked questions
What is IT support outsourcing?
Hiring a specialised provider to run your IT help desk — for your customers, your employees or both. The provider handles incoming requests, resolves what it can at level 1 and level 2, and escalates the rest to your internal teams.
What is the difference between level 1 and level 2 support?
Level 1 is the first point of contact: logging requests, password resets, how-to questions and known issues. Level 2 handles issues that need deeper troubleshooting, such as application errors, configuration and access problems. Level 3 — code, infrastructure and vendor issues — stays with your engineering teams.
Is IT support outsourcing the same as managed IT services?
No. Managed IT services usually mean a provider runs your infrastructure, networks or development. IT support outsourcing covers the help desk: the people who answer, troubleshoot and resolve user issues, working in your systems and escalating to your teams.
Can you work inside our own tools and processes?
Yes. Our agents work in your ticketing, ITSM and remote-access tools, follow your procedures and escalation matrix, and report against your contractual KPIs.
Which languages do you support?
12 languages, including English, German, French, Italian and Spanish. For our longest-running technology client we also support Czech, Croatian, Bulgarian, Slovenian, Polish, Greek, Finnish, Romanian and Hungarian.
How do you keep our data and systems secure?
We are ISO/IEC 27001 certified and GDPR-compliant. Access rights, data handling and security responsibilities are defined in every agreement, and we follow your own security policies when working in your systems.
How quickly can you set up an outsourced IT help desk?
Typically within 4–6 weeks: discovery and knowledge transfer, recruitment and training on your products and tools, then go-live with agreed escalation paths. Smaller teams in common languages can start sooner.
Do you provide 24/7 IT support?
Yes. We can cover business hours, extended hours or 24/7 in all 12 languages we offer, depending on your users and time zones.
Which ITSM and ticketing tools can you work with?
We work in the client’s own platform — such as Zendesk, ServiceNow, Jira Service Management or Freshservice — together with your remote-access and knowledge-base tools, so your data, workflows and reporting stay in your systems. If you use another tool, we train the team on it before go-live.
How is pricing structured?
Pricing depends on support levels, languages, channels, opening hours and volumes. We prepare a personalised offer with a predictable, contractual budget. For a first estimate, try our cost calculator.