IT Service Desk

We deliver high quality, efficient IT Service Desk support according to defined SLA on site or remotely 24/7. We can work in full managed service delivery model or staff nearshoring depending on client’s needs.

The IT Service Desk is a crucial part of the IT department, helping to maintain the smooth and efficient interaction between its IT department and users. IT Service Desk employees typically have various responsibilities, from single technical issues to complete system failures. They assist in logging change requests, resolving ongoing issues, managing software licenses, and much more. The service desk is integrated with many other business processes, such as reporting and metrics management, service monitoring, infrastructure management, vendor adoption, and more.

Unfortunately, service desk issues leave IT staff without time to pursue strategic and innovative projects that contribute to business growth. A significant IT staff shortage compounds this problem, leaving companies unable to provide the best user experience. Moreover, according to HubSpot, up to 93% of customer service teams say customer expectations are higher than ever. How to solve this challenge? The solution can be IT services outsourcing, which offers better resource management, data-driven decision making, cost savings, risk predictions, improved customer experience, and more.

ITELENCE has expertise in providing high quality IT Service Desk support according to defined SLA and KPIs on site or remotely 24/7. We can work in full managed service delivery model or staff nearshoring depending on clients needs. We work according to ITLI, providing support though Contact Center, User and application support and Consulting. We have expertise in various technologies to support our clients: ServiceNow, ZenDesk, ActiveDirectory, Citrix, TeamViewer, Skype for Business, Teams, SQL Server, MS Exchange, Cisco and many more.


How you benefit from our partnership approach

With support of ITELENCE, you can tap the potential of enormous Polish job market, full of highly qualified tech, process and outsourcing professionals. We can build for you high performing dedicated team that will suit your needs. You can even start with a team of one person, test our agile delivery model, learn more about nearshoring and offshoring and increase service scope when you are ready.

Clients of ITELENCE realize following benefits by being served under our agile delivery model


Low initial investment and low overhead cost


Fast implementation


Possibility to start with a few selected FTE


Flexibility on tailoring of Your services


Access to experienced professionals in other supporting IT and accounting functions


Experience in all back office functions (Finance, IT, HR, etc.)


Know-how in local labour and office market


Transition and operations knowledge in Poland


Expertise in Lean and Continuous Improvement

Our agile approach

ITELENCE understands that flexibility is a key winning factor in the success of our clients. Therefore, our offer is characterized by low initial investment costs, limited risk through step-by-step approach toward transition and possibility to test our solutions before deciding on a long-term contract. Our expertise covers the end-to-end nearshoring and offshoring journey. We tailor our support to client’s specific needs. Typical steps of our outsourcing approach are as follows:


We start with analyzing specific client’s needs


We jointly define project scope


We agree draft Service Level Agreement (SLA)


We build together Key Perforce Indictors (KPIs)


We perform transition aiming at processes take over


We use LEAN methodology to deliver process improvements


We constantly adjust to changing clients’ requirements

Contact us Join ITELENCE