Tech Support and Help Desk Operations
24/7 Tier 1–3 tech support on Zendesk, Freshdesk, Intercom, Jira or ServiceNow, with SLA reporting. From €3/hr.
Tier 1–3 technical support and IT help desks — 24/7, multilingual, SLA-backed and run from Dubai. From €3/hr, live in 2–4 weeks, on Zendesk, Freshdesk, Intercom, Jira Service Management or ServiceNow.
Frequently asked questions
How much does outsourced tech support cost?
From €3/hour per agent. Final pricing depends on language mix, ticket volume, operating hours, tier depth (T1/T2/T3) and target SLAs — always fixed in a written 24-hour quote.
How quickly can you ramp a help desk?
Typically 2–4 weeks from signed proposal to go-live for a dedicated help desk, including knowledge-base build and training. Shared-queue setups can start in days.
Who manages the team day to day?
A UBTIS team lead in Dubai runs the roster, QA and coaching. You get a single account manager as your escalation point, plus live SLA dashboards.
How do you guarantee SLAs and quality?
SLAs are contractual and tracked live. Every ticket flows through QA scorecards, weekly calibration and monthly business reviews — with continuous KB improvement fed by real incidents.
Which tools and platforms do you support?
Zendesk, Freshdesk, Intercom, Jira Service Management and ServiceNow are our primary stacks. We also work with Salesforce Service Cloud, HubSpot Service Hub and most modern ITSM tools.
Can I start with a small pilot?
Yes. Most clients start with a single shift or a limited scope, review after 30–90 days, then expand coverage. Contracts are flexible with no long lock-ins.