L1/L2 help desk, QA testing, IT administration, and technical support — built to your stack, staffed from the Philippines, at 65% less than local hiring. Your team. Your tools. No shared agents.
IT support is one of the fastest-growing cost centres in any scaling business — and one of the hardest to right-size. Too few staff and your team can't function. Too many and you're paying for idle time. Local hiring is slow, expensive, and produces agents who leave at the first sign of a better offer.
A mid-level L1/L2 analyst at $28/hr sounds manageable — until you add payroll taxes, benefits, laptop, software licences, and recruiter fees. The true annual cost is $75,000+. Per head.
Technical roles have some of the longest hiring cycles of any function. You interview. You offer. They counter with another company. You start over. Meanwhile, your help desk backlog grows and your internal team carries the load.
Manual QA is too important to skip but too expensive and repetitive to keep senior engineers doing it. Yet offshore QA with no accountability produces inconsistent test coverage and missed bugs at the worst time.
We don't just place tech support staff. We build and run your entire IT support operation — from L1 help desk to QA testing to IT administration — fully managed and SLA-backed.
Front-line technical support for password resets, software installs, connectivity issues, account provisioning, and standard troubleshooting across your stack.
Advanced troubleshooting for network issues, system failures, integration problems, and escalated tickets requiring deeper technical investigation and documentation.
Manual and exploratory QA testing for web apps, mobile apps, and APIs. Test case writing, regression testing, bug documentation, and release sign-off support — freeing your engineering team to build.
User provisioning and deprovisioning, asset tracking, licence management, system monitoring, backup checks, and routine maintenance tasks across your IT environment.
Security ticket triage, phishing report handling, access review support, MFA enforcement assistance, and security awareness training co-ordination — in line with your security policies.
IT knowledge base creation and maintenance, SOP documentation, runbook writing, and internal wiki management — so your team stops solving the same problems twice.
Our 400 recruiters maintain pre-screened pipelines across every IT seniority level. We fill roles 3x faster than the industry average.
First-line ticket triage and resolution. Handles password resets, software installs, connectivity issues, and standard hardware support. Works in your ITSM tool (ServiceNow, Freshservice, Jira, Zendesk).
Advanced troubleshooting, network diagnostics, API integrations, and escalated ticket ownership. Experience with Windows Server, Azure AD, VPN, and cloud platforms.
Manual testing across web, mobile, and API layers. Writes and executes test cases, documents bugs in Jira or Linear, and signs off releases against acceptance criteria.
Manages user accounts (AD / Azure AD / Okta), device provisioning, SaaS licence tracking, patch management, and routine system health checks. The operational backbone of your IT environment.
Monitors network performance, troubleshoots connectivity failures, manages VPN configurations, and maintains network documentation. Cisco, Fortinet, and Ubiquiti exposure common.
Creates and maintains IT knowledge bases, runbooks, SOPs, and user guides. Converts tribal knowledge into structured documentation that reduces repeat tickets and accelerates onboarding.
A transparent, step-by-step breakdown of exactly how we build, onboard, and launch your IT support team — with no black boxes and no delays.
We map your tech stack, ticketing tools, current ticket volumes by category, SLA targets, and escalation flows. We design the exact team structure — L1/L2 split, QA testers, IT admin — and the shift schedule covering your business hours.
Within 48 hours you receive a full cost breakdown — role by role, shift by shift — with a direct comparison against your current local IT spend. No generic quote; a purpose-built plan for your environment.
Our IT-specialist recruiters activate pre-screened pipelines of support analysts, QA testers, and IT admins. Every candidate completes a technical assessment relevant to your stack before being shortlisted.
You run 30-minute technical interviews with your shortlisted candidates. You choose who joins your team. No one starts without your sign-off. Offer letters issued within 24 hours of your decision.
Agents complete your tool training (ITSM, MDM, internal systems), security policy certification, knowledge base review, and escalation flow training before handling a single ticket. Your Nezda account manager coordinates the full handover with your IT lead.
Your team goes live with supervised first-week shadowing by a Nezda delivery manager. From week 2, you receive daily FCR and SLA compliance reports. Monthly QBRs from month 2 onwards, with full ITSM data visibility.
FCR rates, SLA compliance, ticket resolution times — real results from active Nezda Outpost IT engagements.
A 120-person SaaS business based in Austin, Texas was spending $380,000 annually on a 4-person IT support team. Ticket resolution times were averaging 11 hours, FCR sat at 57%, and the team was perpetually understaffed during product launches and US holiday periods.
Their VP of Engineering had tried two offshore providers previously. Both delivered shared agents with no accountability, no knowledge of their stack, and turnover that created constant retraining cycles. They needed a partner who would own outcomes — not just place bodies.
Nezda audited their Jira Service Management setup, 4,200 tickets/month volume, top 20 ticket categories, and SLA targets. Designed a 7-person team: 4x L1, 2x L2, 1x IT admin.
All 7 candidates completed stack-specific technical assessments. The VP of Engineering interviewed 12 finalists over 2 half-days and selected his team within a week of receiving shortlists.
Agents completed Jira Service Management certification, internal runbook review, security policy training, and Slack integration setup. First live ticket handled on day 27.
Knowledge base articles written by the Nezda team reduced repeat L1 escalations. By month 2, FCR hit 80% — 15 points above the industry benchmark — while ticket volume grew 18%.
Every IT plan includes sourcing, technical screening, tool onboarding, HR, payroll, compliance, SLA management, and a dedicated account manager.
💡 5 Nezda IT analysts ($1,900/FTE) = $114,000/yr. The same 5 locally in the US = $390,000+ fully loaded.
Many IT clients also use Nezda Outpost to expand into adjacent functions — often starting with back office or customer experience within the first 6 months.
Book a free 45-minute IT discovery call. We will audit your current environment, design your team structure, and deliver a full cost breakdown — no commitment required.
Tell us about your tech stack and support needs — we'll design a team within 48 hours.