Trusted by public companies and SMEs:
Outsource service desk
24/7 Service Desk Support, Minus the Staffing Gaps.
With structured shift rotations and backup agents, your 24/7 service desk remains operational around the clock. No sick leave disruptions. No emergency scrambling. Just consistent uptime and SLA adherence.
Technical Competency
ITIL-Aligned Ticket Handling from Day One.
Our outsourced service desk teams are trained in incident management, escalation workflows, and ticketing systems like Zendesk, Freshdesk, ServiceNow, and Jira — ensuring structured, professional support delivery.
Scalability
Scale Your Service Desk Without Rehiring.
Seasonal surge? System migration? Product launch? Outsourcing your service desk operations allow rapid scaling without the long recruitment cycle or onboarding delays.
Cost Control
Predictable Monthly Fees, No Hidden HR Costs.
With service desk outsourcing, you gain enterprise-level support at a fraction of in-house operating costs.
“Before working with Outpost, issues piled up overnight and slowed us down the next day. Their 24/7 service desk keeps everything moving without us hiring more staff.“
Marcus Tan
Operations & IT Manager – Singapore
Case Study
24/7 service desk coverage restored reliability from day one.
Marcus, an Operations & IT Manager, faced mounting after-hours IT tickets and slow response times. With no overnight coverage, incidents accumulated until the next business day, affecting system stability and internal productivity.
70%
Reduction in overnight backlog
Within two weeks of outsourcing the service desk , 24/7 coverage was fully operational, significantly reducing unresolved tickets and technical issues by morning.
98%
SLA compliance achieved
With structured escalation workflows and continuous monitoring, service levels improved while the internal IT team focused on system upgrades instead of reactive support.
Frequently Asked Questions
Yes, we welcome your input. We handle the foundational training, but you’re encouraged to provide product knowledge, brand tone, FAQs, or scripts so the agent represents your business accurately and effectively.
Our agents are trained in calm, empathetic communication and follow a structured escalation process. They aim to resolve issues quickly and professionally, and when needed, they escalate concerns to your internal team with all the necessary details.
Importantly, to ensure full alignment with your brand and expectations, we also encourage clients to share specific guidelines or preferred responses for different scenarios.
Absolutely. Our agents are trained not just to answer questions, but also to guide customers through their buying journey—qualifying leads, providing product information, and encouraging conversions when appropriate.
Yes, language support depends on your needs. We can source agents fluent in Mandarin, Malay, or other regional languages upon request—ideal for businesses serving a multilingual customer base.
Most of our agents are based in the Philippines, known for their excellent English skills, cultural compatibility, and time zone alignment with Singapore. We also have local oversight from our Singapore team to ensure quality and communication are on point. If your business requires support in Mandarin, Malay, or other languages, we can accommodate that as well—just let us know your needs.
Yes, we offer cold calling services. As this requires specialised agents and a different setup, pricing may differ from what’s listed on this page. Feel free to reach out or WhatsApp us for a tailored quote.
Our virtual staff are primarily from the Philippines, offering the advantage of shared time zones, excellent English proficiency, and cultural similarities, making collaboration seamless and efficient.
