Service Desk Outsourcing Market is Expected to Reach USD 130.63 Billion by 2030

Jan 2024


As per the report published by Kings Research, the global Service Desk Outsourcing Market was valued at USD 88.53 billion in 2022 and is projected to reach USD 130.63 billion by 2030, growing at a CAGR of 5.09% from 2023 to 2030.

The growth of the service desk outsourcing market is mainly driven by the increase in demand for IT services and the popularization of cloud solutions. The need to reduce operating costs and improve efficiency are also key drivers for the growth of this market. In addition, the growing BYOD (bring your own device) trend is also increasing the demand for outsourcing support services. Cloud-based service desk outsourcing solutions offer significant growth opportunities through scalability, flexibility, and cost-effectiveness that enable rapid scaling of support services, allowing companies to be more flexible and responsive to changing business needs.

Key Insights

  • Based on type, the large enterprises segment is growing at a CAGR of 4.65% over the forecast period
  • Based on application, the help desk services segment is expected to dominate over the forecast period with a CAGR of 6.22%
  • On the basis of region, North America accounted for the largest market share with a forecasted CAGR of 4.32%

Webhelp Launched Nest Program to Provide Wide Range of Service Desk Outsourcing

March 2023: Webhelp launched the nest program in Israel to support startups and growth companies around the world to scale their teams internationally and improve customer experiences. The program offers a range of services including multi-channel customer engagement services, KYC and payment services, recruitment, B2B and B2C sales support, and more.

Proliferating Demand for Cost-Effective Self-Desk Outsourcing

The propelling demand for service desk outsourcing is driven by the growing need for a wide range of customer services, facilitating technical support, remote IT support, and other customer service needs. Helpdesk outsourcing is offering companies to their customers that help them find solutions to problems they encounter or in case of debugging issues. Businesses use outsourced IT support services to provide 24/7 availability to customers. These services make it possible to provide support services to clients and customers with fast and 24-hour assistance.

Outsourcing service points can help companies focus on their core business and reduce operating costs. In addition, outsourcing can provide support services tailored to the company's needs, and suppliers can provide specialized knowledge and skills that may be difficult to find within the organization. Outsourcing also allows companies to quickly scale their support services based on business needs, which helps ensure timely and efficient support for customers. Outsourcing operations to outside service providers can be more cost-effective than maintaining the phone service, especially for small and medium-sized businesses. Organizations can save on infrastructure costs, staff salaries, and training costs by outsourcing their support services to a third party.

Adoption of Newer Technologies Such as Self-Service Portals, Artificial Intelligence-Based Chatbots, and Proactive Monitoring Tools

The recent trend in service desk outsourcing is an increased focus on customer experience and satisfaction. Many organizations are looking for vendors who can provide quality support services that meet the specific needs of their customers. This trend has led to improved service delivery and response time. The use of cloud-based service desk outsourcing solutions offers greater scalability, flexibility, and cost-effectiveness. Cloud solutions allow companies to use the same quality support services at a fraction of the cost and without extensive hardware infrastructure.  This trend is driven by the desire to access the specialized skills and knowledge of these providers and to partner with providers who can provide more personalized support services. Moreover, the recent trends in service desk outsourcing emphasize the need for organizations to carefully consider their requirements and select providers who can provide customized solutions that meet their unique business needs while providing quality service.

North America is the Dominating Region with a Market Value of USD 37.48 Billion in 2022

The regional growth is attributed to the evolving and emerging technologies that are playing a key role in changing the industry. Innovative service desk outsourcing providers in the region are offering new levels of customization and personalization to meet various customer needs, as well as offering white-earning services to high-end customers who require advanced support. Over the past few years, the service desk outsourcing market has continued to evolve, providing innovative solutions and allowing organizations to focus on their core competencies while ensuring that end users receive appropriate technical support services.

Asia-Pacific Region is Experiencing Significant Economic Growth with a Market Value of USD 16.87 Billion in 2022

Companies across the region are focusing on optimizing their operations and improving customer support, which accelerates the demand for service desk outsourcing. In addition, outsourcing offers growth opportunities for smaller and specialized providers as companies concentrate on customized solutions that meet their unique needs. These vendors can provide customized support services that help businesses optimize their operations and improve customer experience, thereby encouraging market growth.

Key Vendors in the Market are Focusing on Launching New Products to Accelerate their Market Growth Potential

The global service desk outsourcing market is driven by several vendors such as Accenture, Concentrix, DXC Technology Company, FUJITSU, HCL Technologies, Hewlett Packard Enterprise Development LP, IBM, Infosys Limited, Rimini Street, Inc., TATA Consultancy Services Limited, Tollanis Solutions Inc., Wipro. Companies aim to expand their business globally through acquisitions, partnerships, product introductions, collaborations, and mergers.

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