Outsourced Help Desk Services for MSP

Help desk outsourcing is a winning option for MSP to raise efficiency and reduce costs of help desk operations without hiring and growing an in-house help desk team.

With 14 years of experience in providing L1-L3 support services, ETS IT offers outsourced white label help desk services to relieve managed service providers from the burden of keeping and scaling up an in-house help desk team. You reserve the customer relationship ownership, while our company covers your customers’ help desk needs under your brand, upholding its reputation.

Helpdesk Option

Outsourced L1 support

Our help desk team fully manages and performs L1 help desk services.

Hybrid L1 support

We cooperate with a customer as an extension of their in-house L1 support team.

Outsourced L1 - L2 support

We handle L1 tickets and provide part of L2 technical support, possibly in collaboration with your in-house technical support team.

WHAT OUR HELP DESK SERVICES FOR MSP INCLUDE

Establishing and managing 24/7 private label help desk to provide a single point of contact for your customers under your brand name. We are flexible in applying help desk solutions for ticketing: we may use either an MSP’s ticketing system or our solutions for tracking service tickets.

Creating SOPs (standard operating procedures) for the help desk team to follow. We also create a knowledge base for the help desk team to ensure quick and effective ticket resolution and regularly expand it with newly solved issues.

Conducting user training and preparing self-support materials for your customers and boost self-support for the issues end users can handle independently.

Assessing end user feedback to measure their satisfaction with the services you provide and help desk services.