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    Category Archives: Outsourcing

  • FAQs Regarding Technical Support Companies

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    There are many FAQs regarding technical support companies. You should consider these prior to hiring a company to work with. Understanding what they do, how they help and if they are going to benefit your company in the long run is extremely beneficial. Not only are you making a decision based on your thoughts, but also the thoughts that go into your company as a whole.

    Q: Would it be more expensive to hire your technical support company than it would be to train and hire my own staff?

    A: No, it is actually less expensive to hire us. We are already trained, have fully-equipped offices and employ some of the most highly skilled professionals in the field. We are able to deliver quality services for an affordable price. You also just need to send Be Different Solutions one check, and we will then divide the total amount up among the various workers we have put together for your team.

    Q: Is there anything special that I would need to do in order to work with your technical support company?

    A: You would have to send over some information regarding the products that we have to answer questions about. We would obviously like to familiarize ourselves with the product prior to answering calls. We also would like to know if you have a slogan, tagline or talking points, a preferred method for handling customers and anything else that might be important to properly and fully representing you and your company.

    Q: Will I know how the team is doing when I hire you? Should I be concerned?

    A: No, you shouldn’t be concerned at all. We are fully trained, and we make sure each employee has the correct knowledge of the product. We also are able to show you transcripts, customer comments and even success rates for the questions we answer and the customers we speak to on a daily basis.

    Now is the time to make the decision. You can contact us to find out more. We have a trained, ready and friendly set of technical support specialists who are all willing to answer any questions you might have. What are you waiting for? Now is the time! Improve your company, improve your paycheck and improve the way customers view you with our help…starting now!

  • Support Service: Enterprises Worry Cloud Migration Leads to Data Breaches

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    Businesses are increasingly concerned about security, access control, and the lack of physical control over data. These concerns, in turn, hinder cloud adoption by these enterprises and organizations.

    Despite these worries, a staggering 71 percent of enterprises see continuous cloud infrastructure auditing as “very important” to the integrity of their data, per a recent survey.

    The 2015 Cloud Security Survey, conducted by IT auditing company Netwrix LogoNetwrix, confirms well-established enterprise concerns about the cloud, but also provides an overview of the policies and strategies used to lessen those worries – and take advantage of cloud services despite them.

    In compiling the survey, Netwrix questioned more than 600 IT support service professionals from a wide range of industries, all across the globe, about cloud security, measures taken to secure data, and expectations for cloud providers.

    Cloud security was listed as a concern for 65 percent of organizations, while loss of physical control over data was stated as a concern for 40 percent of respondents. Some 69 percent worry that cloud migration increases the chances of unauthorized data access and security breaches, and 43 percent said they worry about account hijacking.

    According to Netwrix CEO and co-founder Alex Vovk:, “we wanted to find out what are the exact reasons that prevent companies from cloud adoption, and taking advantage of all the benefits it offers.”

    “The survey revealed that even though cloud is not a new technology, the market has a good potential to grow further,” said Vovk in a statement. “Advanced security solutions and true visibility into what is going on across the cloud infrastructure will help companies minimize security risks, take back control over business-critical assets, and accelerate cloud adoption.”

    When it comes to reducing the risks associated with cloud migration, the most common internal support service security measure is improved identity and authentication management (56 percent), followed by encryption (51 percent). When it comes to large and medium-sized enterprises, 45 percent said they plan to establish auditing of changes and user activity.

    Per the survey, 40 percent of organizations say they are ready to invest in newly offered security guarantees, and close to one-third of cloud-resisting organizations say improving cloud security mechanisms can win them over. These figures hark back to the “growth potential” Vovk referred to in his statement.

    The survey also demonstrates enterprises’ overall preference for hybrid IT models, and ranks email as the first service chosen to be migrated to the cloud by most organizations.

    If your organization or enterprise is looking to acquire skilled support service professionals to employ security measures such as identity and authentication management, encryption or auditing of user activity, Be Different Solutions can help you identify and employ the proper people.

    All of the talented, driven, skilled and professional people we provide you with are located in one of our two U.S.- or Europe-based offices. They’re guaranteed to be highly proficient in conversational English, and can help you ensure success in today’s competitive and risky online business environment.

    Contact us today to learn how we can help you find the right IT support service assistance

  • Help Desk Support: Webhosting Industry Uses Live Chat Well

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    According to a recent report from LiveChat, the webhosting industry is successfully using quality live chat experiences to boost customer satisfaction. LiveChat Logo

    LiveChat’s 2015 Customer Service Efficiency Report demonstrates a surge in customer satisfaction with webhosting companies – from 88.4 percent to 94.95 percent. This ranks first among more than 20 industries studied, with the average customer satisfaction across all industries at 86.6 percent.

    LiveChat monitored more than 65 million web chats involving 8,400 companies and people in 118 countries to compile the data in its intriguing report. It demonstrated that companies in some other industries tend to respond to chats or tickets more quickly than help desk support personnel at web hosts. But it also showed that the hosting industry’s average response time of 65 seconds ranked right in the middle of the pack, well behind support services and web apps – both of which averaged under 40 seconds per response.

    On the negative side, the hosting industry’s average resolution time of 18.5 minutes was the longest of any industry in the study.

    Despite failing to resolve most chats in a timely enough fashion, hosting companies and their help desk support people are making good overall use of the chat tool, per the study. So while they may not be terribly efficient, they are certainly effective when it comes to chat usage and implementation.

    The study also showed that social media may be a more effective medium and tool for communicating about general customer service issues, such as service disruptions, rather than specific service requests or complaints.

    Here at Be Different Solutions, we help your company or organization find quality employees who can effectively – and efficiently – communicate and chat with your customers. Not only will the help desk support people we provide you with demonstrate intelligence, insight, and know-how, but they’ll be proficient in both formal and conversational English. They will also all be based in one of our two Europe- or U.S.-based offices.

    Contact us today to see how we can help you find the right people for your business!

  • Managed IT Services: Mobile App Usage Surges but Risks Remain

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    According to a recent report from Yahoo mobile marketing subsidiary Flurry, America just cannot get enough of its mobile apps. In fact, overall U.S. app usage grew by an astonishing 58 percent in 2015, per the seventh annual study.While the overall growth rate declined a bit in 2015, the persistence in a now mature market is impressive. According to the data in the Flurry report, an estimated 40 percent of the growth came from existing app users.

    Flurry LogoFlurry arrives at its data by tallying app “sessions” – which are begun each time a user opens up one of the 2.1 billion devices the company monitors. The number of overall sessions doubled in 2013, then increased 76 percent in 2014. Existing users’ sessions increased by 10 and 20 percent in those years, respectively, as Flurry monitored a surge in “mobile addicts.”

    Each and every app category grew in use year-over-year, with the exception of games, which were used one percent less than they were in 2014. Personalization apps, including Android lock-screens and Emoji keyboards, rose by a staggering 344 percent in 2015; news and magazine apps grew 141 percent as media consumption shifted to mobile; productivity apps increased by 119 percent; and lifestyle and shopping apps grew by 80 percent. Much of these monumental increases were driven by teens and college students, who are increasingly using mobile devices as their primary computer.

    Mobile devices have also been cited as the target market driving much of recent digital marketing growth. Millennials, and their mobile habits, increasingly continue to impact the e-commerce market.

    Increasing media consumption ranked as a major factor in a 117-percent year-over-year growth in time spent on mobile – with this time on mobile devices surpassing the amount typically spent watching television.

    Late last year, we also blogged about a prediction that an eye-popping 90 billion apps would be downloaded in 2015.

    Part of that post covered an eye-opening report by the Information Security Forum (ISF) entitled “Application Security – Bringing Order to Chaos.” That report shone some light on the inherent danger to information, security, and privacy that lies within the ever-ascending obsession with and use of apps.

    Per the ISF report, nearly 12,000 outages of Microsoft, Yahoo, and Google services in 2014 led to the equivalent of 106 years of downtime. The report also highlights a particularly coordinated “app attack” – where 50 different companies suffered a loss of a combined $1 billion in assets.

    The ISF report also stated that 72 percent of company security executives believe their greatest threat stems from “application vulnerabilities” – yet “securing applications” somehow also remained low on their list of priorities.

    When it comes to cybersecurity and other managed IT services, it’s clear that now is the time to address and reduce risks associated with downloading and using apps. When your business or organization is ready to confront and minimize these risks, you’ll want to turn to managed IT services professionals who are experienced, talented, and reliable.

    Here at Be Different Solutions, we help your company or organization find people who are all of that and more. We also make sure they’re based in one of our two Europe- or U.S.-based offices – rather than in some far-off, far-flung locale. Not only will these managed IT services professionals be dedicated, intelligent, and insightful, but they’ll also be proficient in both formal and conversational English.

    Contact us today to see how we can help you find the right people for your business!

  • Online Support: Cybercrime Costs Average $7.7 Million

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    We all understand that cybercrime is costly. Not to mention increasingly common.

    But just HOW costly is it, really?

    The answer might amaze you.

    Ponemon LogoAccording to a recent study conducted on behalf of the Ponemom Institute of Cyber Crime and
    Hewlett-Packard Enterprise, the cost of cybercrime rose
    again in 2015. And the average global annualized cost now nets out at a staggering $7.7 million.

    The study measured data and research provided by 252 countries and 2,128 interviews with company personnel. The actual cost was calculated by taking into account both direct and indirect expenses that are incurred by an organization or business that is subjected to a cyber attack. Direct expenses include working with forensic experts and outsourcing hotline support. Indirect costs come from “the amount of time, effort and other organizational resources spent, but not as a direct cash outlay.”

    The study also showed that in the U.S., the cost of cybercrime averaged out to around $15 million. That also represented a surge from the previous year, when that figure stood at $12.7 million.

    The costs of cybercrime simply continue to surge each year – even with cybersecurity ranking as a commonly discussed and planned-for topic in America – especially in the wake of many major retailer, healthcare and government data breaches. According to the study, some companies lost up to $65 MILLION due to cybercrimes and cybersecurity breaches.

    Of the seven surveyed countries, the U.S. was the one with the highest cybercrime cost. Germany and Japan ranked second and third, respectively. On average in the U.S., it also took a whopping 46 days to resolve an online attack. Not to mention, the average cybercriminal gets more and more sophisticated by the day.

    Clearly, cybercrime is a very real – and real costly – threat that all companies and organizations face today. In addition to the financial hits, there’s the deep impact something like a cybersecurity breach can have on consumer trust and confidence in your brand. A really nasty and deep online attack can completely cripple a company, and to say it’s worth amping up your online support and cybersecurity efforts today is an obvious understatement.

    If you’ve made the decision to amplify and enhance cybersecurity and other IT resources and online support within your company or organization, BeDifferent Solutions can help ensure you employ people who are not only talented, but also reliable and trustworthy. We’ll also connect you with cybersecurity, IT and online support professionals who are proficient in English – so you won’t ever have to worry about communication getting lost in translation.

    Contact us today to see how we can help you protect your business from cyberattacks in our ever-changing online world.

  • Service Support: 90 Billion Apps Will Be Downloaded In 2015

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    It’s an app-eat-app world out there today.

    But as much as apps are consuming Americans’ time, energy and attention in 2015, the app obsession is expected to grow even more in the years to come. Of course, more app usage means more app downloads. And more app downloads means more opps – as in opportunities for information and data to be compromised, corrupted, stolen or worse.

    ISF LogoAs part of its “Application Security – Bringing Order to Chaos” report, the Information Security Forum (ISF) has released what they’re calling an Application Security Framework. This insight is also expected to help organizations handle the recent surge in application and information vulnerability.

    Just how much has the risk inherent in apps grown? The dramatic increase in app risk is shown in this ISF report via the equivalent of 106 years of downtime suffered from nearly 12,000 outages of Microsoft, Yahoo, and Google services in 2014.

    ISF is an independent non-profit organization dedicated to cybersecurity and risk management research and practice development, and the organization counts quite a few prominent tech companies among its membership. ISF claims that 60 billion apps were downloaded in 2013, and estimates that a staggering 90 billion apps will be downloaded in 2015 (a growth of a full 50 percent in just two years). Even more amazingly, ISF predicts that 270 billion apps will be downloaded in 2017.

    According to the ISF report, the explosion of information this data reflects is creating some serious problems for many companies’ and organizations’ Chief Information Security Officers. Many such officers (also known as CISOs) also acknowledge the risk and need to address the issue, but are not currently doing so. Service support in this area is at the top of their minds, but somehow not at the top of their to-do lists.

    According to data in the ISF report, while some 72 percent of security executives believe their greatest threat comes from application vulnerabilities, “securing applications” somehow remains low on their list of priorities.

    “Modern applications are written in multiple languages and run on myriad devices,” explains ISF Managing Director Steve Durbin. “They can be obtained in minutes with a credit card – then loaded with sensitive business information, often bypassing good security, governance and procurement practices. Organizations no longer have the luxury of managing a handful of applications. Today’s portfolios contain thousands of diverse applications that complicate lines of responsibility and introduce unknown risk.”

    The ISF report aims to give CISOs and their organizations the information necessary to improve governance and risk management – all across the application life cycle. It lays out 27 best practice guidelines, and articulates the magnitude of application risk.

    Application risks, as well as the opportunities for service support providers to help organizations manage them, are clearly recognized in the market. Microsoft recently confirmed it has acquired cloud application security firm Adallom, and CloudFlare announced that it has raised $110 million to fund its own ambitious expansion plan.

    The ISF report also cites a particularly costly coordinated app attack – where 50 different companies suffered a loss of a combined $1 billion in assets.

    Clearly, the time to address and mitigate application risks is now. When your business or organization is ready to address and mitigate these risks, you’ll want to turn to service support professionals who are reliable, experienced and talented.

    Here at Be Different Solutions, we help you find service support people who are all of that and more – including based in one of our two Europe- or U.S.-based offices. Not only will they be dedicated, polished, intelligent and insightful, but they’ll also be highly proficient in conversational English.

    Contact us today to see how we can help you find the right service support help.

  • Outsourcing Technical Support: Managed Private Cloud Services

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    More and more enterprises are making more and more data center outsourcing deals with companies like IBM and HP. And more and more of those agreements are involving managed virtual private cloud services.

    Gartner LogoSo says renowned market research firm Gartner in a new report. Gartner recently published its annual Magic Quadrant report on the North American data center outsourcing market, and according to Gartner analysts, future growth in the data center services market will be driven in large part by industrialized infrastructure services. This category of services includes both Infrastructure-as-a-Service and Platform-as-a-Service.

    This data center services growth is also expected to come at the expense of growth and margins for traditional services – which Gartner foresees as facing further pressure down the line.

    In the Gartner report, officially entitled Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, North America, IBM and HP remained top data center outsourcing providers – ahead of everyone else in terms of both vision and execution. Other providers named by Gartner included Dell, HCL Technologies and CSC.

    While it did cite HP as one of the leaders in the category, Gartner estimated that HP’s data center outsourcing technical support and infrastructure utility services revenue in 2014 was down – around 5 percent lower – from the previous year.

    HP’s key strengths in the outsourcing market are its infrastructure scale (featuring close to 80,000 physical servers across about 30 data centers), its ability to provide just about every kind of data center outsourcing technical support service imaginable, and strong management and budget oversight in service engagements.

    HP’s cloud services, however, haven’t done as well as the company may have hoped, according to the report. For its part, HP says its managed cloud server offering, Helion, has seen double-digit growth. But according to the Gartner analysts, the penetration of its virtual private cloud, utility, or managed private cloud offerings remains below 15 percent.

    The chief rival to HP, IBM ranks as the largest player in the market for both cloud and traditional enterprise data centers. Gartner estimates that IBM makes around $3 billion in annual sales of its data center outsourcing technical support services.

    The report cites the main strengths of IBM as focusing on solving specific business issues for clients (rather than simply providing standard technology and support services), breadth and depth of resources, and willingness to switch to new service models.

    One of Gartner’s cautions concerning IBM involved the potential for impact on existing interfaces and processes of the company’s recent restructuring – which included melding its former Strategic Outsourcing and Integrated Technology Services together. The new group, called Infrastructure Services, combines everything from networking to mobility.

    According to Gartner’s estimates, IBM’s Global Technology Services segment, which includes Infrastructure Services, lost more than $1 billion in revenue in 2014. Analysts chalked this loss up to new and emerging providers in the market – providers who are both extremely competitive and highly agile.

    In the report, Gartner advised IBM to review its strategy and be more open to enabling its clients to use competitors’ cloud services (such as AWS and Azure), as opposed to driving them squarely to its own cloud platform, called SoftLayer.

    When it comes time for your business or organization to add outsourcing technical support services – like managed private cloud services and others – you’ll want to make sure you utilize reliable, experienced and professional people.

    Here at Be Different Solutions, we help you find outsourcing technical support services from talented, professional people. All of our technical support professionals are located in one of our two Europe- or U.S.-based offices. They’re not only dedicated, driven, experienced and reliable – but they are also all highly proficient in conversational English.

    Contact us today to see how we can help you find the right outsourcing technical support help.

  • Tech Help: Man-In-The-Cloud Attacks Can Be Costly

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    Talk about The Man Upstairs wielding a lot of power.

    Or in this case, the man hiding in the cloud.

    Imperva LogoIn a new report, California-based cyber-security provider Imperva warms of increasingly prevalent and dangerous “man-in-the-cloud” attacks that can give hackers access to files stored in the cloud via commonly used synchronization services.

    Imperva recently presented its August Hacker Intelligence Initiative Report, entitled “Man in the Cloud Attacks,” and it tells an illuminating and concerning story to those who read it.

    According to the report, such stealth attacks are based on theft of the account holder’s password token. And at their most successful and brutal, these attacks can take advantage of and compromise most file synchronization services – including Dropbox, Google Drive, and Microsoft OneDrive. Without using any exploits, these attacks can transform such services from helpful tools into devastating weapons.

    What makes these attacks even more disconcerting, per the report, is that they are not easily detected by common security measures. Because these stolen-password attacks don’t require the user’s account or password to be compromised at all, changing the passwords will not affect the attacker’s access. Once they’re in, they’re in.

    In the words of the report’s researchers and authors:

    “Recovery of the account from this type of compromise is not always feasible.”

    To guard against these man-in-the-cloud attacks, Imperva recommends that businesses and other enterprises invest wisely in monitoring and protecting critical data – both on-premises and in the cloud – in order to detect any abusive access patterns. A cloud access security broker, along with data and file activity monitoring solutions, can provide the information and protection needed.

    “We encourage enterprises to shift the focus of their security effort from preventing infections and endpoint protection to securing their business data and applications at the source,” said the Imperva authors of the report.

    The report also points out that the token can only be exploited upfront by executing a “Switcher” – usually either by social engineering or malware – to copy the synchronization token into the cloud storage application.

    “Our research has revealed just how easy it is for cyber criminals to co-opt cloud synchronization accounts, and how difficult it is to detect and recover from this new kind of attack,” said Imperva CTO Amichai Shulman.

    The hard truth today is that it’s a complex, fast-moving and increasingly security-challenged world out there. To best prepare your business or organization to ward off the inevitable attack – whether it comes from a man in the cloud or a man in some far-flung location here on earth – you need to arm yourself with reliable, experienced and professional tech help.

    Here at Be Different Solutions, we’re ready to put you in touch with tech help that makes a real difference. All our people (who can soon be your people too) are located in one of our two Europe- or U.S.-based offices. They’re not only dedicated, driven, experienced and reliable, but they are proficient in conversational English.

    Contact us now to see how we can help you continue to prepare your business for success, safety and growth – both now and well into the future.

  • Apps (and remote support) continue to dominate

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    We live in an increasingly mobile world. And more and more, mobile software applications (known simply as “apps” to most) are a large part of everyday experiences in this brave new world.

    According to an insightful new report, the number of mobile apps originated and utilized by enterprise companies is expected to grow rapidly over the next few years. Even so, development obstacles and challenges will lead to a majority of them being developed externally – thus underscoring the equal rise of remote support and support services.

    The 2015 Enterprise Mobile Application Report, sponsored by Austin, Texas- and Orlando, Florida-based cloud enterprise mobility solutions company Kony, demonstrates that more than half of all respondents plan to deploy 10 or more apps over the next two years – even while most also lack in-house capabilities to develop these apps.

    A New York City-based company called 451 Research surveyed close to 500 IT professionals in 451 Research Logo
    North America, Europe and Australia in early 2015, and discovered that budget and resource limitations, legacy infrastructure, technology fragmentation, a skills shortage and additional factors will compel most of these app-happy enterprises to seek significant remote support and outside help from third-party app developers.

    “There is strong demand for new mobile apps, and companies are broadening their focus beyond core processes and application silos,” said Chris Marsh, 451 Research principal analyst and study author. “However, enterprises are still very much in the early stages when it comes to mobile app strategies. IT is still in the driver’s seat when it comes to both the bulk of internal mobile app development, technology procurement and project management, although line of business want input and greater collaboration. Line of business is also starting to bring a great amount of funding support to the discussion.”

    As they continue to grow internally and organically, many of these enterprises are expecting their IT departments to develop most of their apps in-house, with the amount of development outside of IT dipping from its current 42 percent all the way down to 21 percent (or half of where it now exists) in just two years. That internal development, however, will encompass just 35 percent of all planned app development, while business application vendors are expected to make up 21 percent. Digital agency partners, developer partners, and systems integrators are anticipated to divvy up the rest of the enterprise mobile app workload in a fairly even fashion.

    “The global market for enterprise mobility is expected to grow from $72 billion to $284 billion by 2019, nearly quadrupling in size,” said Dave Shirk, Kony President of Products and Marketing. “Companies need to be prepared to meet this demand for mobile business solutions with proper alignment between lines of business, IT developers and IT management, to effectively manage and lead enterprise mobility projects.”

    In the meantime, remote support services for IT development and management remain in strong demand. And if your business is looking to add strong remote support professionals and people to enhance its suite and scope of services, Be Different Solutions is ready to help you staff up and power up today.

    With our help, you can provide both you and your clients with the peace of mind that comes from hiring experienced, talented, hard-working and dedicated remote support service and IT tech support professionals. Your remote support professionals will all be located in one of our two Europe- or U.S.-based offices, and highly proficient in conversational English.

    Whether its app development or other IT tech support services your company is in need of today, Be Different Solutions is ready to help you meet all your needs. Contact us now to see how we can help you continue to grow your business – and remain relevant and vibrant in our mobile-driven society.

  • IT Tech Support: Half Of SMBs To Run All IT In Cloud By 2020

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    Corporate adoption of cloud-only IT will more than double over the next two years, reaching a total of 26% of all American businesses, according to a new report. More impressively, more than half of all small and medium-sized businesses (SMBs) will run 100% of their IT in the cloud by 2020.

    TBettercloud Logohe report, released by cloud management, analytics, and security services company BetterCloud, is entitled “Trends in Cloud IT”. It surveyed 1,500 IT and IT tech support professionals representing organizations in 53 countries – asking them about cloud adoption, cloud office systems and application usage. The results show that rapid cloud adoption is highly anticipated – although just how rapid will hinge on several factors.

    The survey discovered that 12% of companies currently run all of their IT in the cloud. By 2020, some 62% are expected to run cloud-only IT, according to the report.

    Companies using Google Apps are more than twice as likely to be cloud-only right now, with 17% more expected to be cloud-only within five years. Other major factors in cloud-only adoption include the company’s size and age – with smaller, younger companies much more likely to adopt cloud technology, and less likely to already be invested heavily in legacy services.

    Almost all businesses (96%) less than five years old plan to run all their IT from the cloud by 2026, while larger enterprises and organizations will reach 50% cloud-only adoption by that time.

    The adoption habits and patterns are much different when it comes to cloud applications. Enterprises are expected to surge 185% in their cloud application usage from today to 2017, while SMBs expect an 86% increase over the same timeframe.

    “It’s expected for larger organizations to run more cloud applications, but it’s the acceleration of cloud app usage that is impressive, BetterCloud founder and CEO David Politis wrote in a recent blog post. “The data shows that we could be reaching a tipping point where enterprises are truly embracing cloud applications.”

    If you’re running a SMB today, it’s important to stay on pace with your competition and the trends in your marketplace. Whether you plan on migrating your IT to the cloud either today or tomorrow, you’ll want to ensure that you have only the best IT tech support professionals working on behalf of your organization or business.

    Be Different Solutions can help ensure that you arm yourself with the very best IT tech support professionals and solutions. When you turn to us to meet all of your IT tech support services needs, you’ll provide your entire organization with the peace of mind that hiring talented, experienced, intelligent and focused professionals provides. Your IT tech support people will all be based in one of our two Europe- or U.S.-based offices, and be highly skilled, experienced and proficient in conversational English.

    To find out more, visit our home page. Or just contact us right now.

    We look forward to working with you and your business soon!

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