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008 / 009 After

The service area

How a job reaches an engineer

A call comes in

Emergency or planned

Albulena Rrustemi

Helpdesk & Operations

Employed by Outsorcy, directed by FS Group

An engineer

Sent to the address

Emergency response is the core of the business, so the desk she works is the one that decides which engineer goes where, and how fast.

IndustryProperty Maintenance

UK HQLondon

Year2026

008 / 009 Before

FS Group’s helpdesk routes 12,000 callouts a year. One of those seats is in Kosovo.

The people

Gabriel Shala

Managing Director, FS Group

Chose the hire, then came to Kosovo to onboard her.

Albulena Rrustemi

Helpdesk & Operations Assistant

Answers FS Group’s calls and dispatches engineers. Employed by Outsorcy.

Helpdesk Operations Property Maintenance Kosovo

02 / 05About the Company

A London property maintenance firm built on emergency callouts.

FS Group repairs and maintains property across London, Essex, Hertfordshire and Kent. The work covers drainage, plumbing, heating, electrical and roofing, for homeowners and for commercial clients, some of them on Priority Accounts. The business has been trading since 1998.

Customers get a tracking link while the engineer travels and a job report when the work is done. Clients on Priority Accounts are quoted a 60 to 120 minute response. Those are the promises the helpdesk has to keep.

Trading since

1998

Callouts

12,000+ a year

Same-day attendance

70% of callouts

Covers

London + South East

03 / 05The Challenge

Add a pair of hands to the helpdesk without taking on an employer’s workload.

Adding to the helpdesk meant recruiting, then a contract, payroll and HR for whoever was hired. Outsorcy took that side. FS Group chose the person and directs the work.

FS Group made the pick

Outsorcy recruited in Kosovo and put candidates in front of FS Group. The decision was theirs.

The helpdesk process stays FS Group’s

Albulena takes the calls and dispatches engineers. FS Group directs the work.

Employment sits with Outsorcy

Albulena is an Outsorcy employee in Kosovo. FS Group pays a contract fee and runs no payroll for her.

Replacements are free

A placement that does not work out is replaced, and Outsorcy runs the replacement search at no charge.

04 / 05The Solution

One seat on the helpdesk, and the managing director in the room.

The engagement · Helpdesk & Operations

Recruited in Kosovo, chosen by FS Group.

Outsorcy recruited in Kosovo against FS Group’s brief. Gabriel Shala chose Albulena Rrustemi, and in April 2026 she joined the helpdesk team as Helpdesk & Operations Assistant, answering incoming calls and dispatching engineers to jobs.

He flew out for her first week and spent three days of it in Outsorcy’s Pristina office, onboarding her himself. Outsorcy’s part after that is the employment side: the contract, payroll and HR.

He asked for a second person like her straight away. That role is in recruitment now.

How the seat splitsFS Group-directed

01Choosing the hire / Gabriel ShalaFS Group

02Onboarding & training / three days, in personFS Group

03Day-to-day directionFS Group

04Employment · payroll · HR / KosovoOutsorcy

05 / 05The Results

The desk has been covered since April, and FS Group has asked for a second seat.

Result01 / 02

April2026

When Albulena joined FS Group’s helpdesk. She has been on the phones since.

The desk has been covered since April.

Outsorcy recruited Albulena and employs her. FS Group sets the work and directs it day to day, the same as it does for anyone else on that desk.

In progress02 / 02

2ndseat

Asked for straight away. Outsorcy is recruiting for it now.

FS Group came back for another.

Gabriel Shala asked for a second person like her in her first week, before there was any track record to point at. That seat is in recruitment.

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