Help Desk Support Solutions
When a customer can't figure out how to reset their device, or an employee's laptop won't connect, they need a fast, competent answer - not a runaround. Synthesis BPO's help desk support teams provide Level 1 technical troubleshooting for your products, services, or internal IT, with a clear path to escalate anything beyond that scope.
What Is Help Desk Support?
Help desk support is first-line technical troubleshooting - helping end customers or employees resolve common issues with a product, service, or system, tracked through a ticketing process.
It's not meant to solve every possible technical problem; it's meant to resolve what a well-trained Level 1 technician reasonably can, and escalate cleanly when an issue goes beyond that.
How It Works
Ticketing Built In
Every issue is logged, whether our help desk is the first point of contact or a ticket is escalated to us from elsewhere in your support flow.
Level 1 Troubleshooting
Our associates handle the common, well-defined issues - resets, setup questions, basic functionality - following the SOP built around your product or service.
Clean Escalation When Needed
Anything beyond Level 1 scope gets escalated to your Tier 2 or Tier 3 support, or your in-house technical team, rather than us guessing at a fix.
Consumer & Enterprise Support
Whether it's an end customer troubleshooting a product they bought, or an employee having an issue with a company laptop, server, or system, the same model applies.
for elderly hearing aid customers
Level 1 Support for a Hearing Aid Company
We provide help desk support for a hearing aid company serving elderly customers. Most calls involve the basics - charging issues, resets, and general questions about how the hearing aid functions day to day. Customers call the support number tied to the client's business, and our team handles it from there.
We currently have two Level 1 trained technical associates on this account, each with 5+ years of experience, answering calls as the only support channel (no chat or email for this program).
Between them, they handle roughly 15-20 calls a day, with each call running anywhere from 30 minutes to an hour depending on complexity. A dedicated supervisor oversees the account, keeping reporting and coordination with the client's team on track.
When an issue goes beyond what Level 1 can resolve, it's escalated directly to the client's in-house tech consulting team.
Industries We Support
Any business with a technical product or system benefits from Level 1 help desk support. We see it most in:
eCommerce and technology products
Consumer electronics and medical devices (like our hearing aid client)
Healthcare-adjacent product companies
Enterprise IT (laptops, computers, servers)
Help Desk Support Pricing: $10–$15 Per Hour
Help desk support runs $10 to $15 per hour, depending on the technical level required. Our hearing aid client, staffed with two experienced Level 1 associates, is billed at $13/hour.
Pricing is agreed upfront based on the complexity of what you need supported, so you know the expected hourly rate before your program begins.
Per person, per hour
Based on technical level
Level 1 support available
Example client rate: $13/hour
Pricing agreed upfront
Frequently Asked Questions
Clear answers about our help desk support model, Level 1 troubleshooting, pricing and delivery approach.
First-line technical troubleshooting for common, well-defined issues such as resets, setup and basic functionality, supported by a ticketing process and a clear path for escalation.
Yes. The same model applies whether the caller is an end customer with a product issue or an employee having trouble with a company laptop, server or system.
The issue is escalated to Tier 2 or Tier 3 support, or directly to your in-house technical team, rather than our associates attempting a fix outside their defined Level 1 scope.
Help desk support typically runs $10–$15 per hour, depending on the technical level and experience required. Our hearing aid client's Level 1 team, for example, is billed at $13/hour.
It depends on your program. Our hearing aid client's support is voice-only, but help desk support can also be staffed across chat and email depending on your requirements.
