Outsourced IT service desk from £25/user/month. UK-based engineers, white-label option, first-line through third-line. 15-min critical SLA. No offshore. No hidden charges.
SERVICE DESK
OUTSOURCING
London & UK · IT Helpdesk Outsourcing
UK-based outsourced IT service desk for London businesses — first-line to third-line, white-label, 24/7 option. From £25/user/month.
"We went from 3-hour average resolution times with our previous helpdesk to under 25 minutes with Coreitech. The white-label setup means our staff don't even know it's outsourced."
— IT Director, Financial Services Firm, London
All prices + VAT. Min. 5 users. No setup fees.
Outsourced service desk
services we provide
From basic first-line helpdesk to a complete outsourced IT department — we provide the level of service desk coverage your business needs.
First-Line Service Desk
Fully outsourced first-line IT service desk — handling all end-user tickets, password resets, software issues, VPN, printer, and device support. Your staff call us, not an overwhelmed internal IT person.
24/7 Service Desk Option
Round-the-clock service desk coverage for businesses that operate outside of 9–5. Available as a standalone option or included in Advanced plan. Ideal for firms with remote staff, overnight shifts, or international operations.
Fully Managed IT Helpdesk
Complete outsourced IT helpdesk covering 1st, 2nd, and 3rd line support. We become your entire IT department — no internal IT headcount needed. All incidents, requests, change management, and asset tracking handled.
White-Label Service Desk
We answer calls and respond to tickets under your company name. Fully white-label service desk for businesses that want seamless IT support without exposing an outsourced arrangement to their staff or clients.
Overflow & Out-of-Hours Cover
Existing internal IT team but struggling with ticket volumes or out-of-hours coverage? We provide outsourced service desk overflow — handling overflow tickets, escalations, and after-hours incidents to augment your team.
Service Desk with Reporting
Full ITSM reporting: ticket volumes, resolution times, first-contact resolution rate, SLA compliance, and trend analysis. Monthly reports and quarterly reviews included — the data your management team needs.
Why London businesses outsource
their IT service desk
The average fully-loaded cost of a single in-house IT support person in London — salary, NI, pension, sick cover, holiday cover, training, equipment — is £65,000–£80,000/year. And a single person cannot provide adequate coverage across a working week, let alone evenings and weekends.
Outsourcing your service desk to Coreitech means you get a full team of engineers — first-line, second-line, and third-line — for a fraction of the cost, with guaranteed SLAs, no HR overhead, and the ability to scale instantly.
Critically, Coreitech is UK-based and London-centric. No offshore arrangements. No language barriers. No cultural disconnect. Our engineers have the same working culture as your staff — and can be on-site within the hour if required.
6 reasons to outsource
your IT service desk
Outsourced service desk vs
in-house IT: the numbers
| Factor | In-House IT | Coreitech Outsourced |
|---|---|---|
| Annual cost (25 users) | £65–80k salary + overheads = ~£95k/yr | £15,000/yr (Standard plan) |
| Coverage hours | Mon–Fri, 9–5 only | Extended hours standard; 24/7 available |
| Holiday & sick cover | Your problem | Fully covered — never a gap |
| 3rd line capability | May lack specialist skills | Full team: M365, Azure, security, networking |
| Scaling | New hire = 3–6 month process | Instant — add users in 24 hours |
| SLA guarantees | None contractual | 15-min critical SLA, contractual |
| Reporting | None / manual | Monthly ITSM reports included |
Service desk outsourcing:
common questions
Q.What is service desk outsourcing?
Service desk outsourcing means contracting an external IT company to handle your end-users' IT support requests — rather than managing an in-house IT helpdesk team. This covers password resets, software issues, hardware faults, network connectivity, Microsoft 365 problems, and all other day-to-day IT incidents. Coreitech operates as your outsourced service desk, responding in your company's name, managing all tickets, and providing full ITSM reporting.
Q.How much does outsourced service desk support cost in London?
Coreitech's outsourced service desk costs from £25/user/month (Standard plan — unlimited helpdesk, remote support, monitoring). The Advanced plan at £50/user/month adds on-site engineers, Microsoft 365 management, dedicated account manager, and enhanced SLAs. Both plans include no hidden charges and no per-ticket billing — flat monthly pricing.
Q.What is the difference between a service desk and a helpdesk?
In practice, the terms are used interchangeably by most businesses. Technically, a "helpdesk" traditionally focuses on reactive break-fix support, while a "service desk" follows ITIL principles and encompasses incident management, service request fulfilment, change management, and problem management. Coreitech operates as a fully ITIL-aligned managed service desk — proactive, not just reactive.
Q.Can you provide a white-label outsourced service desk?
Yes. We provide fully white-label service desk services — answering calls and responding to tickets under your company name with your branding. Your staff will not know they are speaking to an outsourced IT provider. This is particularly popular with professional services firms, accountancies, law firms, and businesses that want to maintain an "in-house IT" appearance.
Q.What is first-line IT support outsourcing?
First-line (or 1st line) IT support outsourcing means contracting an external provider to handle all Tier 1 IT support — the high-volume, lower-complexity tickets that consume most IT team time (password resets, connectivity issues, Office 365 problems, printer issues, new starter setups). Coreitech handles first-line, second-line, and third-line support as part of a complete outsourced IT department service.
Q.How quickly do you respond to service desk tickets?
Critical issues: 15-minute guaranteed response SLA. High priority: 1-hour response. Standard: 4-hour response. All SLAs are monitored and reported monthly. We consistently achieve 95%+ SLA compliance across our managed service desk client base. Unlike offshore helpdesks, all Coreitech engineers are UK-based, London-centric, and speak without language barriers.
Q.Can you handle out-of-hours service desk coverage?
Yes. Our Advanced plan includes extended hours coverage and we offer 24/7 service desk as an add-on for businesses requiring round-the-clock support. This is popular with hospitality, legal, financial services, and any firm with staff working outside of core hours or across multiple time zones.
Q.What's the difference between outsourced IT support and a managed service desk?
Outsourced IT support is a broad term covering any externally-provided IT service. A managed service desk specifically refers to the helpdesk/ticketing component — the interface between your staff and IT support. Coreitech provides both: a fully managed service desk (the helpdesk function) within a complete managed IT support arrangement that also covers infrastructure monitoring, security, patching, and strategic IT consultancy.
What clients say about our
outsourced service desk
"Average resolution time went from 3+ hours to under 25 minutes. The white-label setup is seamless — our staff have no idea it's outsourced. Best decision we made."
"We were paying £75k/year for one IT person who couldn't cover evenings or weekends. Coreitech give us a full team, better SLAs, and 24/7 option for less than half the cost."
"The ITSM reporting finally gives us visibility into what's going wrong and why. We've reduced repeat tickets by 60% in six months. No other provider offered this."
Ready to outsource your
IT service desk?
Get a free service desk audit. We'll review your current setup, ticket volumes, and SLA performance — and show you exactly what outsourcing would cost vs what you're paying now.