헬프 데스크 아웃소싱 시장 : 유형별, 서비스 유형별, 조직 규모별, 업종별, 지역별(2025-2033년)

The global help desk outsourcing market size reached USD 9.7 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 18.3 Billion by 2033, exhibiting a growth rate (CAGR) of 6.93% during 2025-2033. The expansion of large and small and medium-sized enterprises, increasing demand for cost-efficient and streamlined customer support services, and the growing demand for efficient customer support services represent some of the key factors driving the market growth.

Help desk outsourcing refers to the practice of partnering with an external provider to manage customer support service. It offers faster response time and reliable, round-the-clock assistance for the needs of clients and internal employees. It assists organizations in gaining access to specialized expertise and improving service quality and operational efficiency. It also aids in reducing expenses of recruiting and training new and existing staff. It enables companies in mitigating risks associated with staff turnover, skill gaps and reliance on specific individuals for strategic support. Besides this, as it ensures a seamless onboarding process that minimizes disruptions and maintains continuity, the demand for help desk outsourcing services is increasing across the globe.

Help Desk Outsourcing Market Trends:

Rapid urbanization and the expansion of public and private organizations represent one of the key factors positively influencing the market. Additionally, the escalating demand for efficient and streamlined customer support services is encouraging the adoption of help desk outsourcing services across the globe. Along with this, there is a rise in the volume of customer inquiries across multiple channels, which is driving the requirement for automated ticketing, routing, and self-service solutions. Apart from this, the widespread adoption of cloud-based helpdesk outsourcing platforms, on account of various advantages offered, which include scalability, flexibility, and ease of deployment, is favoring the market growth. Furthermore, the rising trend of bring your own device (BYOD) is catalyzing the demand for help desk outsourcing services. Additionally, the increasing utilization of help desk outsourcing services by small and medium-sized enterprises (SMEs) that have limited workspace and labor funds for in-house auxiliary departments is creating a positive outlook for the market. Moreover, the rising adoption of outsourcing services in the healthcare industry for cost optimization and allocation of resources to core medical services and strategic initiatives is propelling market growth. This, coupled with the rising trend of telehealth and remote patient monitoring (RPM) facilities, is increasing the need for help desk support to assist patients and healthcare providers with telemedicine platforms, video consultations, remote monitoring devices, and troubleshooting connectivity issues. RPM helps reduce travel costs and the risk of developing hospital-acquired infections (HAIs) among patients and healthcare professionals.

Key Market Segmentation:

Type Insights:

• Outsourced Level 1 and Level 2
• Outsourced Technical Helpdesk

Service Type Insights:

• Legal Services
• Facilities Management
• HR Services
• Finance and Accounting
• Others

Organization Size Insights:

• Large Enterprises
• Small and Medium-sized Enterprises

Industry Verticals Insights:

• Automotive
• Consumer Goods
• IT (Information Technology)
• Telecommunication
• Others

Regional Insights:

• North America
• United States
• Canada
• Asia-Pacific
• China
• Japan
• India
• South Korea
• Australia
• Indonesia
• Others
• Europe
• Germany
• France
• United Kingdom
• Italy
• Spain
• Russia
• Others
• Latin America
• Brazil
• Mexico
• Others
• Middle East and Africa
• The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for help desk outsourcing. Some of the factors driving the North America help desk outsourcing market included the rising reliance on automation for minimizing human errors, increasing adoption in various industries, advent of advanced technologies, etc.

Competitive Landscape:

• The report has also provided a comprehensive analysis of the competitive landscape in the global helpdesk outsourcing market. Detailed profiles of all major companies have been provided. Some of the companies covered include Accenture Plc, Business Support Solution SA, Call Center Inter Galactica Sp. z o.o., Computer Generated Solutions Inc., HCL Technologies Limited, IBM Corporation, Infosys Limited, Qcom Outsourcing Ltd., Tata Consultancy Services Ltd. (Tata Group), Wipro Limited, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report:

• How has the global help desk outsourcing market performed so far, and how will it perform in the coming years?
• What are the drivers, restraints, and opportunities in the global help desk outsourcing market?
• What is the impact of each driver, restraint, and opportunity on the global help desk outsourcing market?
• What are the key regional markets?
• Which countries represent the most attractive help desk outsourcing market?
• What is the breakup of the market based on the type?
• Which is the most attractive type in the help desk outsourcing market?
• What is the breakup of the market based on the service type?
• Which is the most attractive service type in the help desk outsourcing market?
• What is the breakup of the market based on the organization size?
• Which is the most attractive organization size in the help desk outsourcing market?
• What is the breakup of the market based on the industry verticals?
• Which is the most attractive industry verticals in the help desk outsourcing market?
• What is the competitive structure of the global help desk outsourcing market?
• Who are the key players/companies in the global help desk outsourcing market?

Table of Contents

1 Preface

2 Scope and Methodology

• 2.1 Objectives of the Study
• 2.2 Stakeholders
• 2.3 Data Sources
  • 2.3.1 Primary Sources
  • 2.3.2 Secondary Sources
• 2.4 Market Estimation
  • 2.4.1 Bottom-Up Approach
  • 2.4.2 Top-Down Approach
• 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

• 4.1 Overview
• 4.2 Key Industry Trends

5 Global Help Desk Outsourcing Market

• 5.1 Market Overview
• 5.2 Market Performance
• 5.3 Impact of COVID-19
• 5.4 Market Forecast

6 Market Breakup by Type

• 6.1 Outsourced Level 1 and Level 2
  • 6.1.1 Market Trends
  • 6.1.2 Market Forecast
• 6.2 Outsourced Technical Helpdesk
  • 6.2.1 Market Trends
  • 6.2.2 Market Forecast

7 Market Breakup by Service Type

• 7.1 Legal Services
  • 7.1.1 Market Trends
  • 7.1.2 Market Forecast
• 7.2 Facilities Management
  • 7.2.1 Market Trends
  • 7.2.2 Market Forecast
• 7.3 HR Services
  • 7.3.1 Market Trends
  • 7.3.2 Market Forecast
• 7.4 Finance and Accounting
  • 7.4.1 Market Trends
  • 7.4.2 Market Forecast
• 7.5 Others
  • 7.5.1 Market Trends
  • 7.5.2 Market Forecast

8 Market Breakup by Organization Size

• 8.1 Large Enterprises
  • 8.1.1 Market Trends
  • 8.1.2 Market Forecast
• 8.2 Small and Medium-sized Enterprises
  • 8.2.1 Market Trends
  • 8.2.2 Market Forecast

9 Market Breakup by Industry Verticals

• 9.1 Automotive
  • 9.1.1 Market Trends
  • 9.1.2 Market Forecast
• 9.2 Consumer Goods
  • 9.2.1 Market Trends
  • 9.2.2 Market Forecast
• 9.3 IT (Information Technology)
  • 9.3.1 Market Trends
  • 9.3.2 Market Forecast
• 9.4 Telecommunication
  • 9.4.1 Market Trends
  • 9.4.2 Market Forecast
• 9.5 Others
  • 9.5.1 Market Trends
  • 9.5.2 Market Forecast

10 Market Breakup by Region

• 10.1 North America
  • 10.1.1 United States
    • 10.1.1.1 Market Trends
    • 10.1.1.2 Market Forecast
  • 10.1.2 Canada
    • 10.1.2.1 Market Trends
    • 10.1.2.2 Market Forecast
• 10.2 Asia-Pacific
  • 10.2.1 China
    • 10.2.1.1 Market Trends
    • 10.2.1.2 Market Forecast
  • 10.2.2 Japan
    • 10.2.2.1 Market Trends
    • 10.2.2.2 Market Forecast
  • 10.2.3 India
    • 10.2.3.1 Market Trends
    • 10.2.3.2 Market Forecast
  • 10.2.4 South Korea
    • 10.2.4.1 Market Trends
    • 10.2.4.2 Market Forecast
  • 10.2.5 Australia
    • 10.2.5.1 Market Trends
    • 10.2.5.2 Market Forecast
  • 10.2.6 Indonesia
    • 10.2.6.1 Market Trends
    • 10.2.6.2 Market Forecast
  • 10.2.7 Others
    • 10.2.7.1 Market Trends
    • 10.2.7.2 Market Forecast
• 10.3 Europe
  • 10.3.1 Germany
    • 10.3.1.1 Market Trends
    • 10.3.1.2 Market Forecast
  • 10.3.2 France
    • 10.3.2.1 Market Trends
    • 10.3.2.2 Market Forecast
  • 10.3.3 United Kingdom
    • 10.3.3.1 Market Trends
    • 10.3.3.2 Market Forecast
  • 10.3.4 Italy
    • 10.3.4.1 Market Trends
    • 10.3.4.2 Market Forecast
  • 10.3.5 Spain
    • 10.3.5.1 Market Trends
    • 10.3.5.2 Market Forecast
  • 10.3.6 Russia
    • 10.3.6.1 Market Trends
    • 10.3.6.2 Market Forecast
  • 10.3.7 Others
    • 10.3.7.1 Market Trends
    • 10.3.7.2 Market Forecast
• 10.4 Latin America
  • 10.4.1 Brazil
    • 10.4.1.1 Market Trends
    • 10.4.1.2 Market Forecast
  • 10.4.2 Mexico
    • 10.4.2.1 Market Trends
    • 10.4.2.2 Market Forecast
  • 10.4.3 Others
    • 10.4.3.1 Market Trends
    • 10.4.3.2 Market Forecast
• 10.5 Middle East and Africa
  • 10.5.1 Market Trends
  • 10.5.2 Market Breakup by Country
  • 10.5.3 Market Forecast

11 Drivers, Restraints, and Opportunities

• 11.1 Overview
• 11.2 Drivers
• 11.3 Restraints
• 11.4 Opportunities

12 Value Chain Analysis

13 Porters Five Forces Analysis

• 13.1 Overview
• 13.2 Bargaining Power of Buyers
• 13.3 Bargaining Power of Suppliers
• 13.4 Degree of Competition
• 13.5 Threat of New Entrants
• 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

• 15.1 Market Structure
• 15.2 Key Players
• 15.3 Profiles of Key Players
  • 15.3.1 Accenture Plc
    • 15.3.1.1 Company Overview
    • 15.3.1.2 Product Portfolio
    • 15.3.1.3 Financials
    • 15.3.1.4 SWOT Analysis
  • 15.3.2 Business Support Solution SA
    • 15.3.2.1 Company Overview
    • 15.3.2.2 Product Portfolio
  • 15.3.3 Call Center Inter Galactica Sp. z o.o.
    • 15.3.3.1 Company Overview
    • 15.3.3.2 Product Portfolio
  • 15.3.4 Computer Generated Solutions Inc.
    • 15.3.4.1 Company Overview
    • 15.3.4.2 Product Portfolio
  • 15.3.5 HCL Technologies Limited
    • 15.3.5.1 Company Overview
    • 15.3.5.2 Product Portfolio
    • 15.3.5.3 Financials
    • 15.3.5.4 SWOT Analysis
  • 15.3.6 IBM Corporation
    • 15.3.6.1 Company Overview
    • 15.3.6.2 Product Portfolio
    • 15.3.6.3 Financials
    • 15.3.6.4 SWOT Analysis
  • 15.3.7 Infosys Limited
    • 15.3.7.1 Company Overview
    • 15.3.7.2 Product Portfolio
    • 15.3.7.3 Financials
    • 15.3.7.4 SWOT Analysis
  • 15.3.8 Qcom Outsourcing Ltd.
    • 15.3.8.1 Company Overview
    • 15.3.8.2 Product Portfolio
  • 15.3.9 Tata Consultancy Services Ltd. (Tata Group)
    • 15.3.9.1 Company Overview
    • 15.3.9.2 Product Portfolio
    • 15.3.9.3 Financials
    • 15.3.9.4 SWOT Analysis
  • 15.3.10 Wipro Limited
    • 15.3.10.1 Company Overview
    • 15.3.10.2 Product Portfolio
    • 15.3.10.3 Financials
    • 15.3.10.4 SWOT Analysis

Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.