Technical Support & Helpdesk Outsourcing
Expert and responsive support for a seamless customer experience
We support your customers and users at every stage of their technical journey, from first level support through to complex escalations.
Our goal: to resolve incidents quickly, prevent malfunctions and strengthen customer satisfaction, through an alliance of human expertise, digital tools and proven methods.
Your business challenges, our priority
In a constantly evolving technological environment, reliable and responsive technical support is an essential pillar for preserving customer trust and ensuring service continuity.
Reduce downtime
An incident that isn’t resolved quickly turns into a broken experience for the user. Armatis structures outsourced helpdesk setups able to handle level 1 requests in real time, so service continuity is never put at risk.
Manage incidents proactively
Treating an incident is not enough: you need to understand why it happened in the first place. Our teams analyse recurring patterns, identify root causes and put corrective actions in place to durably reduce incident volumes over time.
Optimise support processes
A high performing helpdesk relies on standardised procedures, knowledge bases kept up to date and well configured ticketing tools. Armatis audits and structures your support processes to gain in efficiency, speed and transparency at every interaction.
Integrate technical support into your existing tools
Changing provider should never mean rebuilding everything from scratch. Armatis integrates into your CRM, ITSM and ticketing environments with no operational disruption, for a smooth transition and a fast start.
Maintain a high level of technical expertise
Technologies evolve, products become more complex, user expectations keep rising. Our teams benefit from continuous training and regular technical certifications to stay up to date and handle every request with the level of expertise it requires.
Why entrust your technical support and helpdesk to Armatis?
An integrated, tailored approach, backed by proven tools and a structured methodology to guarantee performance at every level of support.
Accurate diagnosis and fast resolution
Our teams rely on advanced analysis tools to identify and resolve incidents through the most relevant channels. Every ticket is tracked with real time KPIs accessible to you, for complete visibility on the flow of requests.
SquAire at the service of technical support
Our SquAire suite assists technicians on a daily basis: resolution suggestions, automatic ticket classification, interaction summaries and an intelligent knowledge base. Recurring requests are processed faster and advisors can focus on the most co
The YES! method (Your Excellence Standard)
The YES! method structures the operational steering of every support setup: individualised objectives, real time monitoring, continuous coaching. It guarantees consistency in service quality at every level of support, whatever the volume of requests.
Open and adaptable environments
CRM, ticketing, remote diagnostics: Armatis adapts to your processes with no disruption to your existing systems. Mirroring is deployed across every relevant scenario, allowing real time visualisation of user error messages and saving time in incident resolution.
Knowledge bases for user autonomy
Armatis builds accessible knowledge bases that encourage self care among your users. The fewer tickets entering the queue, the less pressure on support teams, and the higher user satisfaction.
A service that is human, technological and responsible
Enhanced compliance and security
Our technical support complies with the strictest standards in terms of data protection and exchange security. Every setup is configured to meet the sector specific requirements of our clients and the regulatory environments they operate in.
Continuous skills development
Regular training, technical certifications and tool support keep our teams ready to handle increasingly complex environments. Skill development is built into the operational cycle, not treated as an afterthought.
Responsible automation
We integrate AI and automation within an ethical framework, to speed up the handling of simple requests without ever replacing human expertise on the most complex cases. The goal is to relieve advisors, not to take their place.
Human and technology synergy
The effectiveness of technical support is never down to technology alone. Armatis combines qualified advisors with smart tools for support that is fast, reliable and genuinely personalised at every interaction.
The benefits for your business
Fewer incidents
A reduction in recurring incidents, thanks to structured processes and knowledge bases that are kept up to date.
Protected brand image
A responsive and professional technical service that protects your brand’s reputation at every interaction, even when things go wrong.
Improved user experience
Faster resolution and higher quality interactions that turn every technical request into an opportunity to build trust.
Optimised productivity
Internal teams freed from repetitive requests, able to focus on tasks with greater added value.
Stronger steering and visibility
Real time monitoring and continuous performance improvement, with full transparency on your support indicators.
Cost control
An outsourcing approach that transforms your helpdesk’s fixed costs into variable costs, linked to performance.
Your questions on technical support outsourcing
What is helpdesk outsourcing?
Helpdesk outsourcing means entrusting the management of first and second level technical support to a specialised provider. This covers receiving user requests, diagnosing incidents, resolving common issues and escalating to higher levels when needed. This approach helps reduce fixed costs, access specialised technical expertise and ensure continuous support availability.
Which levels of technical support does Armatis handle?
Armatis handles level 1 support for simple requests, level 2 support for advanced diagnosis and resolution, and escalation to higher levels whenever a request requires it.
How does integration with our existing tools work?
rmatis teams integrate directly into your CRM, ITSM and ticketing environments, with no operational disruption to your existing processes.
How does Armatis guarantee the quality of outsourced technical support?
Quality is guaranteed through the YES! method, real time KPI monitoring, and ongoing operational steering combined with continuous coaching of our teams.
Is outsourced technical support suited to complex or regulated environments?
Make technical support a driver of customer satisfaction and performance
Offer your users smooth, fast and personalised support. Gain reliability, efficiency and peace of mind. Armatis supports you with a structured, human and robust setup, sized to your technical challenges.
