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Global Help Desk Outsourcing Market 2015-2019

About Helpdesk Outsourcing

Helpdesk outsourcing refers to the process of engaging an external resource or service provider to provide technical support to employees and manage the same. It has gained in popularity over the past few years as firms are seeking to minimize in-house expenses. Apart from the inherent cost advantages, it can aid in enhancing the productivity within a short time because of a well-trained and continuously monitored workforce. Scalability in terms of handling of calls can also be ensured. These services are also providing a competitive edge to the SMBs that do not have the resources to build and maintain a technical help desk.

TechNavio’s analysts forecast the Global Helpdesk Outsourcing market to grow at a CAGR of 5.7 percent over the period 2014-2019.

Covered in this Report

The Global Helpdesk Outsourcing market can be segmented into two: Outsourced Level 1 and Level 2 Support Services and Outsourced Technical Helpdesk Support Services. The report also covers the End-user and Geographical segmentation of the Global Helpdesk Outsourcing market.

TechNavio's report, Global Helpdesk Outsourcing Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and profile of key vendors operating in this market.

Key Regions

  • Americas
  • APAC
  • EMEA
Key Vendors
  • CSC
  • HCL Technologies
  • HP Enterprise Services
  • IBM
  • Qcom Outsourcing
  • Wipro
Other Prominent Vendors
  • Atos
  • Attivasoft
  • CGI Group
  • Ciber
  • CompuCom
  • Dell
  • Dynasis
  • Fujitsu
  • Genpact
  • Getronics
  • Hudson Software
  • Inforonics Global Services
  • Iyogi
  • Kayako
  • Maintech
  • Northrop Grumman
  • Pomeroy
  • Stefanini
  • Support.com
  • TCS
  • TELUS International
  • T-System
  • Unisys
  • Xerox
Market Driver
  • Consumerization of IT
  • For a full, detailed list, view our report
Market Challenge
  • Risk of Data Security Breach
  • For a full, detailed list, view our report
Market Trend
  • Integration of Helpdesk with IT Management Software
  • For a full, detailed list, view our report
Key Questions Answered in this Report
  • What will the market size be in 2019 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?


Press Release

Technavio Announces the Publication of its Research Report – Global Help Desk Outsourcing Market 2015-2019

Technavio recognizes the following companies as the key players in the Global Help Desk Outsourcing Market 2015-2019:

Commenting on the report, an analyst from Technavio’s team said: “Integration of help desk services with IT management software would pave the way for market growth in the future. The rise in the mobile workforce and the need for remote technical support services have encouraged companies to integrate IT management software with remote help desk services.”

According to the report, factors such as consumerization of IT drive the growth of the market. Several MNCs as well as SMEs are outsourcing their help desk services to reduce the overall TCO. Help desk outsourcing services are being increasingly adopted by organizations with the rise in the mobile workforce and the adoption of the BYOD culture.

Further, the report states that data security is a key concern that can hinder the growth of the market.

Companies Mentioned

Computer Sciences Corp. (CSC), HCL Technologies, HP Enterprise Services, IBM Corp., Qcom Outsourcing Ltd. and Wipro Technologies Ltd., Atos, Attivasoft, CGI Group, Ciber, CompuCom, Dell, Dynasis, Fujitsu, Genpact, Getronics, Hudson Software, Inforonics Global Services, Iyogi, Kayako, Maintech, Northrop Grumman, Pomeroy, Stefanini, Support.com, TCS, TELUS International, T-System, Unisys and Xerox.

  • Executive Summary
  • List of Abbreviations
  • Scope of the Report
    • Market overview
    • Product offerings
  • Market Research Methodology
    • Market research process
    • Research methodology
      • Table Market research methodology
  • Introduction
  • Market Landscape
    • Market overview
      • Table Market segmentation of global help desk outsourcing services
      • On-site services
      • Remote dedicated help desk services
      • Shared help desk services
    • Global help desk outsourcing market
      • Market size and forecast
        • Table Global help desk outsourcing market 2014-2019 ($ billion)
    • Five forces analysis
  • Market Segmentation by Service
    • Segmentation of global help desk outsourcing market by service
      • Table Segmentation of global help desk outsourcing market by service 2014
      • Table Segmentation of global help desk outsourcing market by service 2014-2019
    • Global outsourced first and second-level help desk services
      • Market size and forecast
        • Table Global outsourced first and second-level help desk services 2014-2019 ($ billion)
    • Global outsourced technical support help desk services
      • Market size and forecast
        • Table Global outsourced technical support help desk services 2014-2019 ($ billion)
  • Market Segmentation by End-user
    • Global help desk outsourcing market by end-user
      • Table Projected impact on business and adoption rate by end-user
  • Geographical Segmentation
    • Segmentation of global help desk outsourcing market by geography
      • Table Segmentation of global help desk outsourcing market by geography 2014
      • Table Segmentation of global help desk outsourcing market by geography 2014-2019
    • Help desk outsourcing market in APAC
      • Market size and forecast
        • Table Help desk outsourcing market in APAC 2014-2019 ($ billion)
    • Help desk outsourcing market in EMEA
      • Market size and forecast
        • Table Help desk outsourcing market in EMEA 2014-2019 ($ billion)
    • Help desk outsourcing market in Americas
      • Market size and forecast
        • Table Help desk outsourcing market in Americas 2014-2019 ($ billion)
  • Buying Criteria
  • Market Growth Drivers
  • Drivers and their Impact
  • Market Challenges
  • Impact of Drivers and Challenges
  • Market Trends
  • Trends and their Impact
  • Vendor Landscape
    • Competitive scenario
      • Key news
    • Key vendors 2014
    • Other prominent vendors
      • Atos
      • AttivaSoft
      • CGI Group
      • Dynasis
      • Getronics
      • Hudson Software
      • Inforonics Global Services
      • iYogi
      • Kayako
      • Northrop Grumman
      • Support.com
      • TCS
      • TELUS International
      • T-Systems
      • Unisys
  • Key Vendor Analysis
    • CSC
      • Key facts
      • Business overview
      • Business segmentation by revenue 2013
        • Table CSC: Business segmentation by revenue 2013
      • Business segmentation by revenue 2012 and 2013
        • Table CSC: Business segmentation by revenue 2012 and 2013 ($ billion)
      • Geographical segmentation by revenue 2013
        • Table CSC: Geographical segmentation by revenue 2013
      • Business strategy
      • Recent developments
      • SWOT analysis
    • HCL Technologies
      • Key facts
      • Business overview
      • Business segmentation by revenue 2013
        • Table HCL Technologies : Business segmentation by revenue 2013
      • Business segmentation by revenue 2012 and 2013
        • Table HCL Technologies : Business segmentation by revenue 2012 and 2013 (US$ million)
      • Geographical segmentation by revenue 2013
        • Table HCL Technologies: Geographical segmentation by revenue 2013
      • Business strategy
      • Recent developments
      • SWOT analysis
    • HP Enterprise Services
      • Key facts
      • Business overview
      • Service segmentation
        • Table HP Enterprise Services: Service segmentation
      • SWOT analysis
    • IBM
      • Key facts
      • Business description
      • Business segmentation
        • Table IBM: Business segmentation
      • Revenue segmentation by business segment
        • Table IBM: Revenue segmentation by business 2013
      • Revenue segmentation by business operation
        • Table IBM: Revenue segmentation 2013
      • Revenue comparison of business segments 2012 and 2013
        • Table IBM: Revenue comparison of business segments 2012 and 2013 (US$ million)
      • Revenue segmentation by geography
        • Table IBM: Revenue segmentation by geography 2013
      • Business strategy
      • Key developments
      • SWOT analysis
    • Qcom Outsourcing
      • Key facts
      • Business overview
      • Key technologies
        • Table Qcom outsourcing: Key technologies
      • SWOT analysis
    • Wipro
      • Key facts
      • Business overview
      • Revenue by business segmentation 2014
        • Table Wipro: Revenue by business segmentation 2014
      • Revenue by business segmentation 2013 and 2014
        • Table Wipro: Revenue by business segmentation 2013 and 2014 (US$ billion)
      • Revenue by geographical segmentation 2014
        • Table Wipro: Revenue by geographical segmentation 2014
      • Business strategy
      • Recent developments
      • SWOT analysis
  • Other Reports in this Series

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