Global IT Help Desk
24/7 omnichannel service desk for global IT supportExperts in providing global multilingual IT Help Desk solutions to customers worldwide, delivered onsite, remotely, or via hybrid models. Now augmented by Genesys Cloud™ for a smarter, faster, and more resilient service.
For companies looking to build efficiency, intelligence and resilience into their IT Help Desk
ESP’s next-generation Global IT Help Desk gives you access to around-the-clock, multilingual assistance — now delivered on the Genesys Cloud™ AI-powered platform. This ensures a dependable single point of contact for your end users across voice, chat, messaging, and email.
Powered by ServiceNow and strengthened by our partnership with Genesys, our ITSM framework is meticulously designed to monitor, control, and document IT operations in alignment with ITIL v4 best practices. This provides a solid foundation for seamless service ownership, clear accountability, and exceptional outcomes.
Our skilled IT service desk professionals manage incidents and requests through a centralised point of contact, enhanced by AI copilots, automation, and predictive engagement. Whether collaborating with onsite technicians, in-house resolver teams, or external suppliers, ESP ensures faster resolutions and a consistent, intelligent support experience worldwide.
With over three decades of experience in delivering service desks and deep expertise in transition management, ESP provides adaptable support models that allow you to redirect resources, reduce cost-to-serve, and keep your teams focused on core business priorities.
Investment in people, processes and technology
Today’s digital workplace demands personalised, proactive, and automated experiences. ESP delivers exactly that by investing in people, processes, and technology — and now through the advanced orchestration capabilities of Genesys Cloud.
Our global Service Desk connects employees to the support and information they need, reducing downtime and boosting productivity. With AI automation, self-service tools, and multilingual human expertise, we provide a future-ready IT support experience that grows with your business.
SERVICE DESK OPTIONS
ESP HOSTED – Service Desk from our state-of-the-art regional centres
Benefit from our regional service centres, operating in the time zone and languages your users need. Our AI-powered omnichannel platform ensures seamless engagement. Certified technical, operational, and service staff deliver service excellence and continual improvement.
ON-SITE – Service Desk delivered at your premises
ESP provides dedicated resources embedded within your organisation, using either your toolset or our ServiceNow-powered, Genesys orchestrated platform. Our agents become specialists in your environment, ensuring strong service relationships, continuity, and proactive IT support.
HYBRID – Service Desk from a combination of our centres and yours
Choose a flexible model that combines ESP’s service centres with your in-house presence. This hybrid approach ensures scale, cost-efficiency, and personalised support tailored to your business needs.
KEY FEATURES OF ESP’S IT HELP DESK
- A single point of contact for all IT enquiries, service requests, and incidents
- Omnichannel engagement — voice, chat, email, and messaging in one platform
- AI copilots, orchestration, and automation to reduce resolution times
- Access to knowledge base, self-service portal, and integrated collaboration tools
- ITIL v4 aligned practices embedded in all service areas
- Flexible engagement models — from per-ticket costs to dedicated desks
WHY CHOOSE ESP’S IT HELP DESK?
- We understand your environment, devices, applications, and user preferences
- Reactive and proactive support, accessible anywhere in the world
- Intelligent routing and automation improve first contact resolution
- Centralised, user-friendly interface accessible on multiple devices
- Historical interaction records for faster, contextual support
- Self-service capabilities for common tasks, reducing dependency on agents
MULTILINGUAL CAPABILITY
ESP’s Service Desk exemplifies global support with a local touch. Our multilingual teams, distributed across the Americas, Europe, and Asia-Pacific, deliver consistent, high-quality service 24/7, ensuring language is never a barrier to productivity.
Available in English, German, French, Italian, Spanish, Portuguese, and Hindi — with additional local variations — we ensure your users receive support in their preferred language, no matter where they are.
Global support with a local feel
WHAT OUR CUSTOMERS ARE SAYING
PEACE OF MIND
With ESP, you don’t need to invest heavily in internal expertise to keep IT systems running smoothly. Our fully or partly managed Service Desk solutions give you:
- Real-time fault tracking and workflow automation
- Customisable user interfaces for easy adoption
- Full visibility through reporting and analytics
- Continuous improvement and system evolution at the core of service delivery
By leveraging our ServiceNow-powered, Genesys Cloud-orchestrated Help Desk, you reduce cost-to-serve, increase efficiency, and create measurable improvements in end-user satisfaction.
“ESP is a very dynamic organisation, which I enjoy immensely. As part of the IT Help Desk team, we are responsible for managing customer expectations, setting organisational standards for customer engagement, and providing customer support. I am passionate about delighting our customers and building a cohesive team to meet their expectations.”
Talk to us today to discuss your IT requirements.
We are happy to help you with a solution tailored to your needs. Get in touch