OFFSHORE IT Help Desk Specialists for U.S. Businesses

Keep Systems Running Smoothly with Offshore IT Support

Offshore IT Help Desk specialists provide first-line support for hardware, software, connectivity, and access issues, keeping systems running smoothly.

Satellite Office connects you with experienced professionals in the Philippines who work as extensions of your IT team, following your tools and protocols.

What Offshore IT Help Desk Staff Bring to Your Business

Offshore IT Help Desk specialists reduce the load on your internal IT team by resolving issues through email, phone, chat, or ticketing systems — escalating only when necessary.

They work directly in your systems, from ServiceNow and Jira to Microsoft 365, and many hold certifications like CompTIA A+ or ITIL.

With Satellite Office, you can:

  • Expand support coverage to 24/7 or new time zones.

  • Scale quickly during system rollouts or seasonal demand.

  • Maintain quality without overstretching your core team.

Reliable, certified support that keeps your business running smoothly.

Get Pricing

How the Hiring Process Works

We handle the recruitment process from start to finish and you stay in control every step of the way.

1

Role Definition

We start by understanding your support environment – from your ticketing systems and escalation workflows to the platforms your team uses every day.
2

Candidate Sourcing

We connect you with experienced technical support professionals in the Philippines, skilled in your tools and support stack (Zendesk, Freshdesk, ServiceNow, etc.).
3

Skills, Compliance & Background Screening

We screen candidates for technical skills, communication, troubleshooting, and support-level alignment, with background and compliance checks for secure, reliable hires.
4

Final Interview & Offer

You choose who joins your team. We shortlist top candidates, then hand over to you for interviews so you can assess technical fit and culture alignment.
5

Setup & Onboarding

We set up secure, VPN-ready infrastructure and support a smooth onboarding process to get your support agents up and running quickly.
6

Ongoing Support

From performance monitoring to HR admin, we help keep your offshore team performing at their best and ready to scale as you grow.

How It Works

Key Benefits of Hiring Offshore IT Help Desk Staff Through Satellite Office

Keep your business running with reliable tech support at a fraction of the cost.

Access Tier 1, 2, or 3 IT support professionals with multilingual capabilities

Improve issue resolution time and user satisfaction

Secure, ISO-certified facilities to protect systems and sensitive data

Cut up to 70% on support staffing costs while maintaining service quality

Let your local teams focus on growth while your offshore admin team handles the tasks that keep everything running.

Get A Quote

FAQs About Hiring Offshore IT Help Desk Staff

Get In Touch
What tasks can offshore IT Help Desk staff handle?

They provide Level 1 and Level 2 support, including troubleshooting hardware and software issues, password resets, user onboarding, ticket triage, and system monitoring. They can also escalate incidents, manage IT asset inventories, and support cloud-based tools like Office 365 or Google Workspace.

Will they work in my time zone?

Yes. Your offshore IT Help Desk team works the hours that suit your business – whether it’s local time, overnight or 24/7 coverage. We match you with talent in the Philippines who can align with your service hours, ensuring seamless support for your users.

What qualifications and experience do they have?

We recruit IT Help Desk professionals with relevant certifications like CompTIA A+, Microsoft Certified, ITIL, or Cisco. Many have prior experience supporting users in U.S. and EMEA organizations and are confident using common ticketing systems like ServiceNow, Zendesk, Freshdesk or Jira.

Can they support both internal and external users?

Absolutely. Offshore IT Help Desk staff can assist your employees, contractors, or even customers – depending on your setup. They’ll be trained in your systems and support protocols, just like an in-house team member.

How do I communicate with my offshore IT Help Desk team?

Your team uses your tools (Teams, Slack, Zoom, email, or ticketing platforms) to integrate with your workflows. They’re part of your daily stand-ups, status updates and escalation process, so there’s no disconnect between onshore and offshore support.

How does Satellite Office ensure productivity and service quality?

We provide end-to-end support, from hiring to daily management. A dedicated HR Business Partner works with you to set KPIs and track performance. We also offer a secure IT setup, reliable infrastructure and ongoing HR and performance support.

Is my company data secure?

Yes. Your offshore IT Help Desk staff work from ISO-certified facilities with enterprise-grade data protection, strict access controls and network security protocols. You can also choose additional security measures depending on your compliance needs.

Your offshore team is one conversation away 

Book a free strategy call with our team and understand all the ins and outs of offshoring:

  • Understand your objectives and discuss roles to offshore
  • Answer all your questions on outsourcing
  • Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps

 

Trusted by Leading Brands:

SO Clients