Passeig de Garcia Fària, 49, 08019 Barcelona ( Espagne )

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Customer & IT Support

Outsourced multilingual technical support, from level 1 to 3

Essentiel Outsourcing provides responsive, structured, and secure technical support, designed for critical IT environments… Extended or 24/7 availability, in 17 languages.
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The 4 fundamental pillars of our IT support

Management of levels 1 to 3

Integration with your ITSM tools (Jira, ServiceNow)

SLA compliance & security conformity (ISO27001)

Multilingual support & extended coverage

Our technical and operational value added

Our Support & IT team is overseen by supervisors with direct helpdesk experience…

Case Study – Application Support

A company transformed its customer support and IT operations by optimizing its processes and enhancing team efficiency.

Industry: SaaS Software Publisher – French and Spanish-Speaking Markets

Reduction in Average Handling Time (AHT): 35 %

Improvement in Customer Satisfaction (CSAT): 4.2 → 4.8 / 5

Increase in First Contact Resolution (FCR) Rate: 28%

Frequently Asked Questions (FAQ)

Are your agents trained on specific tools?
Yes. We provide intensive training on your internal tools or industry-standard platforms (Salesforce, ServiceNow, SAP, etc.) prior to any production deployment, ensuring a fast and targeted skills ramp-up.
Absolutely. We handle requests from your internal users (internal IT, desktop or application support) as well as from your external clients (product or application support).
Yes. Our teams can be deployed 24/7 or according to your preferred schedule (night, weekends, specific time zones), ensuring continuity of technical support even outside regular office hours.
We deploy qualified technical-level profiles (Level 2/3 support), including professionals with recognized certifications (ITIL, Microsoft, Cisco…) when advanced diagnostics are required.