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My firm has done it. We now call it the "Help-less Desk."
The vendor was vetted through our security processes (which are extensive), but firms still see it as saving $$$. It really does not when you add up all the unproductive time users spend on the phone with the twerps. They rarely use the knowledge base.

From previous experience, I can also state that the turnover in these offshore locations still creates a security hole. Just as someone finally gets a clue, they leave for greener pastures. There are level 3 people on site, but it takes days for anything to get 'escalated' to local assistance.

Ugh.