Home / Services / Nearshore Help Desk

Help desk that actually overlaps with your hours.

Tier 1–3 service desk, NOC monitoring, and field coordination — staffed from Mexico, aligned with every US time zone. No 11 p.m. handoffs. No "we'll pick it up tomorrow" cycle.

Scope a service desk → How it works

Framework

ITIL + Sello Open

ITIL adapted to Near Contact's own operating discipline.

Process audit

2× /yr

Every help desk is audited twice a year against the customer's needs.

Longest team tenure

27 yrs

Help desk has been a flagship service since the company's founding.

Operating since

1995

30+ years of muscle behind Grupo Open.

01 · Why this exists

Monterrey, MX. A service-desk shift at the Near Contact NOC — placeholder, client to confirm.

Offshore support saves a line item and costs you a customer. Same-time-zone support closes both gaps — in the same week.

Help desk has been Grupo Open's bread-and-butter since 1995 — for Mexican enterprise, then for US enterprise once the talent and the time zones lined up. We don't do scripted call centers. We do service desk where the agent knows your environment.

02 · How it runs

People. Processes. Infrastructure. Tools.

The four levers that turn a help desk into something professional. Every Near Contact desk is built on these — same as it's been since 1995.

People

Members on our teams for 27+ years.

A recruitment process that screens for fit, then funds the career.

Our talent-acquisition team draws from the country's strongest engineering pools. Every hire passes psychometric and medical screening plus background checks. Once onboarded, every agent gets continuous training, integration events, recognition for results, and a defined career path.

Top-tier talent acquisition
Psychometric & medical screening
Background checks on every hire
Continuous, free training
Integration events & recognition
Defined career path

Processes

ITIL-aligned · audited twice a year.

ITIL, adapted to our own operating discipline.

Every help desk is managed inside the ITIL framework — extended into Near Contact's own Sello Open standard. We design the workflow to your operation, then audit it twice a year so it stays aligned as your needs evolve.

Not managed by us? We can still audit your existing desk and deliver a written benchmarking report with improvement paths.

ITIL framework as the baseline
Sello Open operating standard
Audited twice yearly
Workflow tuned to your operation
Benchmarking audit available
Improvement paths in writing

Infrastructure

24×7, redundant connectivity, diesel backup.

A delivery center built to keep running.

Our main help-desk delivery center sits in a Monterrey industrial zone — guaranteed electrical and communications service. The site runs 24×7 on redundant connectivity and a diesel backup plant for continuous operation through anything.

Remote work is supported by state-of-the-art Cisco infrastructure, so the work scheme can be whatever your team needs.

Industrial-zone delivery center
Guaranteed power & comms
Redundant connectivity
Diesel backup plant
Cisco remote-work infrastructure
Hybrid & fully-remote supported

Tools

Yours, ours, or both — plus a path to automation.

Work in your ITSM. Or in Openser. Or layer in automation.

Already have a service-management tool? Our team works in the most-used products on the market. Don't have one yet? We complement the managed desk with Openser, Near Contact's own award-winning ITSM platform.

Automation is a step away: AWS and Azure capabilities — Amazon Lex, Azure Bot — layered into the desk for the volume that doesn't need a human.

ServiceNow
Jira Service Management
Freshservice · Zendesk · Halo
Openser (in-house ITSM)
Amazon Lex automation
Azure Bot automation

03 · Why nearshore

Same time zone. Same continent. An agent who knows your environment, not a script.

Operating since 1995. Backed by Grupo Open — managed IT, datacenter, and software services for Mexican enterprise customers for three decades.

Time-zone alignment, not handoff

Mexico hours overlap entirely with US working hours. Stand-ups happen in real time. No offshore "we'll catch up tomorrow" cycle.

Service desk, not call center

Agents are trained on your environment — your apps, your identity provider, your tone of voice. They route to engineering. They don't read scripts.

US contract, Mexico operation

You sign with a US entity, in US jurisdiction. We absorb Mexican labor, tax, and HR complexity — including USA Corporate Insurance for general, professional, cyber, and crime liability.

30 years of operating muscle

Backed by Grupo Open's track record across managed help desk, datacenter, application support, and software development for Mexican enterprise customers since 1995.

— Teams who have embedded our engineers

HEINEKEN

FEMSA

WHIRLPOOL

TOYOTA TSUSHO

CHUBB

GRUMA

04 · What customers say

Placeholder — client to confirm.Real names and titles to replace this on review. Pulled from existing engagement references.

We moved 18,000 monthly tickets off an offshore vendor that hit SLA on paper and nothing else. Six weeks later CSAT was up eleven points and the engineering escalation queue had emptied.

Sara Kim [placeholder]

Director of IT Ops · National retailer

Unconfirmed

06 · FAQ

Questions buyers ask before the call.

The same six we hear every week. If yours isn't here, the discovery call answers it in fifteen minutes.

01 Is this a call center or a service desk?

Service desk. Agents are trained on your environment — apps, identity provider, asset model, tone of voice. They route to engineering when warranted. They don't read scripts and they don't farm out tickets to a different shift in a different country.

If pure inbound call-center volume is what you need, we'll be honest and refer you to a partner that specializes in it.

02 Which ITSM tools do you work in?

ServiceNow, Jira Service Management, Freshservice, Zendesk, Halo, Salesforce Service Cloud. We work in your tenant — or we can plug in Openser, Near Contact's own award-winning service management tool, if you don't have one yet. ITIL-aligned process, audited twice a year.

03 How quickly can you take over an existing desk?

Most transitions land in 6–10 weeks. Two weeks discovery, four to six weeks side-by-side with the outgoing team, two weeks of fully-owned operation before the formal handoff. No big-bang cutovers — SLA performance is held throughout.

04 Do you cover 24×7 or just US business hours?

Both. Mexican working hours give us full real-time overlap with every US time zone. Off-hours and 24×7 coverage is staffed from the same Mexican team — not handed off to a different country at 6 p.m. NOC engagements are 24×7×365 by default.

05 How is performance measured?

SLAs written in the MSA, baselined off the discovery sprint. Standard: time to answer, time to first response, time to resolution, first-contact resolution, CSAT. Reviewed every month, with a formal QBR each quarter against the trend line — not just the absolute number.

06 How does billing work?

Per-seat monthly, per-ticket banded, or hybrid — you pick what aligns to your volume profile. Billed in USD against the US entity. Field dispatch is billed at cost — no markup on the partner-network hands.

Automation (Amazon Lex, Azure Bot) is available as an add-on once volume justifies it — typically pays back in under two quarters.

Offshore vendor missing your hours? We're in them.

A 30-minute call gets you a written transition plan: SLA baseline, staffing model, fixed cost. If your current desk is healthy, we'll say so.

Scope a service desk →

Or call +1 (512) 853-9472