{"id":23290,"date":"2023-08-30T14:47:42","date_gmt":"2023-08-30T18:47:42","guid":{"rendered":"https:\/\/www.sherweb.com\/blog\/?p=23290"},"modified":"2024-08-14T16:35:53","modified_gmt":"2024-08-14T20:35:53","slug":"outsourced-it-support-msps","status":"publish","type":"post","link":"https:\/\/r-swca2-app15-sherwebblogprd-c5f5cbg9dbf0btgy.canadacentral-01.azurewebsites.net\/blog\/partner\/outsourced-it-support-msps\/","title":{"rendered":"How MSPs are benefitting from outsourced IT support"},"content":{"rendered":"

Your clients’ problems don\u2019t sleep, so neither can your support services. These days clients are looking for round-the-clock support<\/a>. When you run an managed service provider (MSP) business<\/a>, you can\u2019t just shut things down at 5 p.m. anymore. If one of your clients has a network failure it doesn\u2019t matter what time it is, the problem needs to be resolved immediately or you’re likely to lose that customer to a competitor with more flexible hours.<\/p>\n

Being able to offer 24\/7\/365 support<\/a> to clients is a game-changer. The security and peace of mind you receive from knowing that your customers have access to services from an outsourced helpdesk<\/a> and NOC system<\/a> is priceless. This in turn frees up time and energy for you to focus on other critical tasks.<\/p>\n

With clients like small business owners working late into the night, healthcare companies working overnight and employees of all stripes working on critical tasks at all hours of the day, there’s a growing need for MSPs to offer coverage outside of business hours<\/a>.<\/p>\n

Picture these two scenarios:<\/h4>\n

Scenario 1:<\/em><\/strong> You get an alert on your phone at 11 p.m., just before you go to bed. One of your largest clients is experiencing network connectivity issues. They have several employees working late on a mission-critical task, and they\u2019re forced to stop until the connection comes back. Now you need to get ahold of your team, possibly waking them up and disrupting their night. Not an ideal situation for you or your employees.<\/p>\n

Scenario 2:<\/em><\/strong> You get the same alert on your phone at 11 p.m. Only minutes later, you get another notification that the issue has been resolved by your after-hours NOC team. Your client is relieved, they develop more trust in your relationship, and you get to go back to sleep knowing that the issue has been quickly resolved.<\/p>\n

You can see the major difference between these situations and the benefits that after-hours helpdesk and NOC support can provide to MSP owners and clients. When you\u2019re scaling your business and looking to foster strong relationships with your clients, after-hours support is a key factor to successful growth and customer retention for MSPs. Keep on reading to learn how outsourced support could help your MSP grow to the next level.
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What you need to know about helpdesk services and outsourced support<\/h2>\n

Helpdesk is a point of contact (whether single or multiple) for an enterprise that handles support tickets from within the company, ensuring they are handled quickly and effectively. A helpdesk support team receives and resolves inbound incidents related to internet connectivity, hardware and software issues. These incidents are tracked and analyzed to identify trends and prevent future issues.<\/p>\n

Helpdesk outsourcing refers to a company that hires an external team designated to handle their clients\u2019 inbound requests. It’s a turnkey solution that integrates completely with the company\u2019s current IT support team and infrastructure. This outsourced helpdesk solution is typically white label<\/a>, which means that even though the service is provided by another company, it’s rebranded for the organization hiring the outsourced helpdesk company. That could mean, for example, picking up the phone and greeting the client with \u201chelpdesk\u201d rather than the name of the outsourced company.<\/p>\n

Helpdesk services can be offered 24\/7\/365, during business hours only, or even customizable so that they’re only active after hours when the main team has gone home. This can be an advantage for companies that already have an internal team during business hours but could use extra support outside of regular hours. Customers have instant access to support provided by a team of certified experts, with all requests handled immediately and escalated as necessary.<\/p>\n

Outsourced helpdesk can be a convenient and effective way to reduce client frustrations, save money, improve response times and allow a business to focus on its core competencies.
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What is\u00a0NOC\u00a0and why is it important?<\/h2>\n

A Network Operations Centre (NOC)<\/a> is one centralized location or many locations where a team can provide continuous monitoring of a company\u2019s network, servers, devices and data. Here’s a list of common activities involved with monitoring a network:<\/p>\n