How We Help / Customer Experience
Hire an IT helpdesk support agent.
First-line support that filters the queue: onboarding users, triaging tickets and resolving the routine before anything reaches an engineer.
Trusted by leaders across various organizations
What this role does
The work an IT helpdesk support agent
A starting scope, not a limit. The brief is written around your business before anyone is sourced.
Ticket triage
Reading, categorising and prioritising what comes in, so the queue is ordered before anyone works it.
First-line resolution
Closing the routine tickets from documented steps rather than passing everything up.
Customer onboarding
Walking new users through setup and access, which is where a lot of early tickets come from.
Live chat support
Covering the chat channel during your hours with answers rather than holding messages.
Documentation
Writing up fixes so the next occurrence is a lookup rather than an investigation.
Escalation with detail
When it does need an engineer, handing it over reproduced and documented instead of as a one-line complaint.
Who it is for
When this role is
If one of these sounds like your week, this is usually the role to start with.
Engineers are answering tickets
The most expensive people in the company are doing first-line support.
Response times are slipping
Tickets sit because support competes with shipping, and shipping wins.
The same issues recur
Nothing is being documented, so every occurrence is solved from scratch.
How it works
From brief to
The same sequence for every role we fill. What changes is the depth of the brief and the size of the shortlist.
Tell us the role
We start with the work itself: the tasks, the hours, the tools and what a good first 90 days looks like. Nothing gets sourced until that brief is agreed.
We recruit and screen against it
We recruit into your brief rather than sending whoever is free, then screen for skills, communication and real-world judgement. Placements average 14 days.
You interview, we onboard
You meet the shortlist and choose. We handle onboarding so the first day is a working day, and your account manager stays with the engagement.
Why Offsite Virtual Pro
Why clients hire this role
A marketplace hands you a search box. Recruiting it yourself hands you a project. We take on the hiring and stay responsible for how it goes.
Screened before you meet anyone
Skills, written and spoken English and how a candidate handles the kind of work you described. Background checks and personality profiling sit behind the shortlist.
A replacement policy, not an apology
If a placement is not working, we replace them at no extra cost and your account manager runs the handover so the work keeps moving.
A dedicated account manager
One person who knows your business, watches quality and is accountable for the engagement, rather than a ticket queue.
Ten days’ notice, either way
Plans are month to month. Pause or cancel with 10 days’ notice, so the commitment matches how the work actually moves.
Questions
Before you
The questions clients ask most about this role, then the ones they ask about working with us.
What technical level can we expect?
That depends on the brief. Tell us the stack and the ticket types on the call and we will screen against them.
Can they access our systems?
Under your access controls and whatever restrictions you set. Security requirements belong in the brief.
Is this the same as a developer?
No. This is support. Build work sits with the Web and App Developer role.
How do I communicate with my assistant?
Through the OVP Workspace, built on Zoho: a secure platform for messaging, task management, file sharing and screen recording with your assistant and our team.
Can I choose the person I work with?
Yes. We give you a shortlist of qualified candidates based on your needs. You interview them and choose the one who fits best.
What if it is not working out?
Tell your account manager. We will work with you to fix the issue or provide a replacement at no extra cost.
How do you handle data privacy and security?
We use secure communication platforms, every assistant signs a non-disclosure agreement, and all assistants are trained on data confidentiality.
Can I pause or cancel?
Yes. Plans are flexible. Pause or cancel with a 10-day notice.
Pricing
Two ways to run it.
Part-time or full-time, one monthly price, month to month.
Part-Time
80 hours a month-
One dedicated professional
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Free replacement
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Dedicated account manager
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OVP Workspace access
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Quality control and supervision
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Pause or cancel on 10 days’ notice
Full-Time
160 hours a month-
One dedicated professional
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Free replacement
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Dedicated account manager
-
OVP Workspace access
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Hours that suit your schedule
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Pause or cancel on 10 days’ notice
[Pricing for this role is not published yet – Jason to confirm both tiers] Prices are an average and can vary by candidate, depending on experience and the scope of the brief.
[Careers link – Jason to confirm] Looking to work as an IT Helpdesk Support Agent rather than hire one? Apply for this role
Book a free consultation
Tell us the role.
Bring us the work you need covered and we will map the brief, the hours and what it costs to run.
Live chat available 9-5 EST