Helpdesk Services

Thinking about outsourcing Service Desk activities? We might have the perfect solution, since we are located in Bucharest, Romania and we can offer a list of benefits:

Why Romania?

Romania is located in the south-eastern part of Central Europe, as a result, you can visit easily our offshore company, when travelling for 2 hours from Munich, or you can also reach the location in less than 3 hours from Brussels, Amsterdam, London, or Barcelona.
Since the country is a part of the EU, anyone with a Schengen visa can visit it without a separate visa. Additionally, Romania’s strategic location makes it an ideal outsourcing destination for Europe.
Romania is situated in the GMT+3 time zone and other European countries are in GMT+0, GMT+1, and GMT+2 time zones. Since the time difference isn’t huge, a company based in Europe can work easily with us as a service provider.
On the other hand, Romania is 10 hours ahead of West Coast US cities like Los Angeles and 7 hours from East Coast cities like New York. A company from North America can leverage this difference – our employees can have a solution ready by the time the American employees start their working hours.
Last, but not least, outsourcing to Romania is popular for several reasons, save up to 50% in the outsourcing budget (compared with West-European or US Service Desk providers), a stable economy, high-quality services, convenience, main drivers of digital transformation, etc. Moreover, the IT sector alone grew by 14.3% in 2019 and accounted for more than EUR 5 billion.

Highly skilled employees & Multilingual Services

Romania has 41 technical universities, including the seven best computer science institutes in the world. As a result, the country offered 10,000+ young and skilled IT specialists in 2020, as per a Zinnov study. Meaning, we have a huge talent pool and positions are easily to be filled in from a headcount perspective.
Further, Romania houses the 16th largest IT hub in Europe. Our helpdesk agents are specialized in customer service roles. On top of that, speaking a common language can help your in-house team communicate effectively with our Romanian offshore team. The younger IT generation are especially proficient in English, German, French, Spanish and Italian. This, coupled with excellent technical skills, benefits to a better cooperation and a good business etiquette.

What can we offer?

Our service desk model has different levels of expertise:

Helpdesk Agents (Level 1)
Helpdesk Agents (Level 1.5)
Helpdesk Subject Matter Experts
Team Leads
Helpdesk Managers

Our services:

24/7 desk support service
Computer Training Services
Easy and flexible ticketing tool systems to use
Email Integration
Managed Services
Problem solving orientated
Secure Software & Infrastructure
Secure System Updates
Technical & Non-Technical Services
Web-based/browser access
Etc.

How do we charge?

At CLT, we typically charge per incident or per unique ticket. If a client calls with a problem, we generate a ticket and start working with them to resolve the issue. If they call us back two or three times through the lifecycle of the incident or ticket, we don’t charge extra for the extra calls or the extra time.

The final price that our clients pay is based on monthly incident volumes, hours of coverage, and the type of service provided. Our focus isn’t on increasing the number of tickets, the number of calls or the number of minutes we spend on the phone. Our focus is on helping our clients solve their issues.

Depending on the nature and needs of the business, we can also provide

Pay Per Call
Pay Per Minute
Pay Per Agent
Pay Per End-User

Get in touch with us to find out more about our helpdesk outsourcing opportunities

Get started with a free cost proposal