Global Help Desk Outsourcing Market Size, Share & Trends, COVID-19 Impact Analysis Report, By Type (Outsourced Level 1 And Level 2, And Outsourced Technical Helpdesk), By Industry Verticals (Automotive, Consumer Goods, IT, Telecommunication, Others), By Organization Size (Large Enterprises, Small And Medium Enterprises), By Service Type (Legal Services, Facilities Management, HR Services, Finance & Accounting, Others), And By Region (North America, Europe, Asia-Pacific, Latin America, Middle East, And Africa), Analysis And Forecast 2021 – 2030

Industry: Information & Technology



The Global Help Desk Outsourcing Market Size is projected to grow at a CAGR of 4.2% during the forecast period, 2021 -2030.Help Desk outsourcing includes inquiries that can identify new business opportunities as MSPs (Managed Service providers) are outsourcing some or all of their IT service desk and NOC (Network Operations Center) functions to other companies. Moreover, Help Desk Outsourcing is being adopted by organizations with the growing mobile workforce and the adoption of BYOD culture. Apart from inherent cost advantage of help desk services, these services can aid in enhancing the productivity within short time because of well trained and monitored workforce. The help desk services are also providing a providing opportunity to the SMBs (Small and midsized business) who do not have resources to build and maintain a help desks. Moreover, Integration of Helpdesk with IT management software are providing opportunities for the players of help desk services. The reduced operational cost leads to reaching maximum end users.

Help Desk Outsourcing Market

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Covid-19 has had a global impact, particularly in light of ongoing technological change, fragmentation of international economic policymaking, and sustainable development. COVID-19, it is argued, can serve as a catalyst for more resilient global and regional production networks that aid in the development of productive capacities for structural transformation and sustainability. The pandemic's impact on international production is discussed, as well as related investment policy and sustainability issues. It is also being investigated how pandemic response science, technology, and innovation policies can be used by developing countries to boost their innovation and productive capacities.

Global Help Desk Outsourcing Market Report Coverage

Report CoverageDetails
Base Year:2021
Forecast Period:2021 - 2030
Forecast Period 2021 - 2030 CAGR:4.2%
Historical Data for:2017 - 2020
No. of Pages:190
Tables, Charts & Figures:119
Segments covered:By Type, By Industry Verticals, By Organization Size, By Service, By Region
Companies Covered:HCL Technologies, HP Enterprise Services, IBM, Wipro, Infosys Limited, Talkdesk Inc, Qcom Outsourcing Ltd, ABS Inc, ActivSupport, Tata Consultancy Services Ltd, CGS Inc, Accenture Plc, Adaptive AG, AlfaVox, Business Support Solution S.A, Call Center Inter Galatica (CCIG), Others
Growth Drivers:Growing Demand from Emerging Markets
Pitfalls & Challenges: COVID-19 Empact, Challenge, Future, Growth, & Analysis

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Technological Advancement in Help Desk Outsourcing Increases Potential Application in End Use Industry

Factors like Consumerization of IT are driving the growth of the market. Several MNCs as well as SMEs are outsourcing their help desk services to reduce the overall TCO (Total cost of ownership). The help desk outsourcing is being adopted by organizations with the rise in the mobile workforce and BYOD (Bring your own device) culture. Other potential application of help desk outsourcing services includes incident and problem management, general troubleshooting assistance like internet connectivity support, website navigational support.


Growing Demand from Emerging Markets

Many companies lack the process maturity, tools, resources and expertise to operate in-house help desk efficiently. In such scenarios, companies are adopting help desk outsourcing services to provide technical support to the employees and manage the same. Help desk outsourcing also reduces operating cost, there is no cost for training service representatives, procuring and implementing software systems, office space or equipment or infrastructure to run such services. Other factors demanding the need of help desk services are Requirement of integration with chatbots, use of analytics and AI incorporation improving customer experience. The market has gained popularity over the past few years as firms are seeking to minimize in-house expenses. These services are providing a competitive edge to the SMBs that lack resources to build and maintain help desks.


Competition from Opponents Limit Market Growth

The companies involved in the market are in intense competition that are outsourcing their service desk based on reduced operating cost, improved response time, focusing more on core aim and objectives etc. Help Desk Outsourcing is usually considered an attempt to reduce costs and make a business more efficient thus, in turn, making it more competitive. The Operating costs for the market are therefore kept low as it the market is highly competitive.


The global Help Desk Outsourcing Market is segmented by Type (Outsourced Level 1 and Level 2, and Outsourced Technical Helpdesk), Industry Verticals (Automotive, Consumer Goods, IT, Telecommunication, Others), Organization Size (Large Enterprises, Small and Medium Enterprises), Service Type (Legal Services, Facilities Management, HR Services, Finance & Accounting, Others) and Region (North America, Europe, Asia-Pacific, Latin America, and the Middle East and Africa).

Help Desk Outsourcing Market

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Based on the Region, the Global Help Desk Outsourcing Market is categorized into North America, Europe, Asia-Pacific, Latin America, the Middle East and Africa.

North America region is dominating share of the global Help Desk Outsourcing market due to the presence of several well-established market players in countries including the United States and Canada, which contribute to regional market growth. Increasing the adoption in Small and medium-sized businesses are increasing their use of outsourcing driving the North America market. Outsourcing has increased as a result of increased M&A activity in the banking sector is another reason helping for drive the market.

Europe is expected to provide profitable growth opportunities for the overall market as a result of increased outsourcing demand from small and medium-sized businesses in countries such as the United Kingdom and Germany. Because of the growing infrastructure technology industry in countries such as India and Japan, Asia Pacific is expected to see strong growth in the global help desk outsourcing market.


  • HCL Technologies
  • HP Enterprise Services
  • IBM
  • Wipro
  • Infosys Limited
  • Talkdesk Inc.
  • Qcom Outsourcing Ltd.
  • ABS Inc.
  • ActivSupport
  • Tata Consultancy Services Ltd.
  • CGS Inc.
  • Accenture Plc.
  • Adaptive AG
  • AlfaVox
  • Business Support Solution S.A.
  • Call Center Inter Galatica (CCIG).
  • Others


  • April 2021- Talkdesk Inc. has announced the availability of PPT Solutions, a new contact center managed service. This solution offers client-centric, performance-based customer experience solutions as well as contact center consulting. The company gains market competence as a result of this initiative.


The scope of the report includes a detailed study of regional markets for Global Help Desk Outsourcing Market. The Global Help Desk Outsourcing Market is segmented by Type, Industry Service Type, Organization Size, Service Type, and Region. It reveals the market situation and future forecast. The study also covers the significant data presented with the help of graphs and tables. The report covers information regarding the competitive outlook including the market share and company profiles of the key participants operating in the Global Help Desk Outsourcing Market.  


By Type

  • Outsourced Level 1 and Level 2
  • Outsourced Technical Helpdesk

By Industry Verticals

  • Automotive
  • Consumer Goods
  • IT
  • Telecommunication
  • Others

By Organization Size

  • Large Enterprises
  • Small and Medium Enterprises

By Service Type

  • Legal Services
  • Facilities Management
  • HR Services
  • Finance & Accounting
  • Others

By Region

  • North America- U.S., Mexico, Canada
  • Europe- UK, France, Germany, Italy, Spain, Rest of Europe
  • Asia-Pacific- China, Japan, India, South Korea, Rest of Asia Pacific
  • South America- Brazil, Argentina, Colombia, Rest of South America 
  • The Middle East and Africa- GCC, South Africa, Rest of Middle East & Africa    

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