WOS offers a right-sized service desk that handles customer care and end user IT support across phone, email, chat, and self-service. We can start up new desks or augment your existing operation.
From Account unlocks, MFA, VPN, device support, Office 365, basic networking, Ticket intake and triage, knowledge base creation, self-service portal maintenance to Incident, request, and problem management using your ITSM platform and Workforce management, QA monitoring, coaching, and reporting
Self Service & Knowledge
Curate FAQs, guided flows, and simple automations that deflect common requests.
First line Support
Verify identity, triage, and resolve the most frequent issues with clear scripts and runbooks.
Advanced Technical Support
Deeper troubleshooting for accounts, devices, networking, and core applications.
Local Desk Side support
On site help for hardware, peripherals, conference rooms, and moves, adds, changes.
Delivery Options:
Onsite, Remote or Hybrid
Onshore US, nearshore Costa Rica or Blended
Dedicated or Shared Agents
English and Spanish Coverage
Tools We Work with:
How we Launch:
1. Discovery and call type Mapping
2. Knowledge capture and runbook drafting
3. Pilot with shadow support and UAT
4. Gradual volume ramp with daily reporting
5. Monthly tune-ups on staffing, scripts, and KB articles
Proof you can see:
Weekly operations packs, call and ticket QA samples with coaching notes, and a quarterly improvement plan focused on deflection and first contact resolution.
Start with a pilot focused on your top five contact drivers.
