For MSPs, support and customer service is just as important as the software and tools a business uses. In fact, even more important. But unfortunately, a growing labor shortage and an expanding skills gap have left many MSPs unable to find, hire or retain the technical talent needed to support complex SMB environments. For this reason, many MSPs are turning to third-party providers and vendors who offer NOC, helpdesk and other tech support services that can expand and augment an IT provider’s existing capabilities. If done correctly, these relationships can help MSPs greatly expand the scope of their services, extend coverage hours and refocus their internal teams towards more strategic tasks.
In this blog, we will talk about how outsourcing IT helpdesk services is beneficial for MSPs
- 1. New Revenue Streams
For MSPs, running a helpdesk is an enormous distraction as the owners often find themselves dragged away from strategic efforts to ensure that tickets are getting managed properly and the staff is performing optimally. For strategic MSPs focusing on new business models, this can severely limit their ability to execute on their new vision.
An outsourced helpdesk handles all front line support, follows-up on tickets, answers calls, is available on chats and solves IT problems so the MSP can focus on growing new revenue streams.
- 2. Control Costs
It costs a lot of time and money to find, hire, train and retain in-house staff to support a growing client list and MSPs need to keep a very steady hiring pipeline as they continue to scale the business. Finding the right helpdesk partner who can scale human resource capacity up or down at a moment’s notice can help to minimize these types of costs and eliminate the uncertainties surrounding workforce management. Additionally, finding the right partner that can scale the right resources quickly will also ensure that the MSP doesn’t lose business from not being able to meet new client demand quickly enough.
- 3.Focus on Business Growth
By outsourcing to a reliable partner, MSPs can free up valuable resources to re-invest in growing their business. With mundane tasks such as ticketing, scripting, monitoring and patch management taken care of, MSPs are able to dedicate those resources to higher-value projects that build their business. Essentially, outsourcing helps MSPs in removing the burden of day-to-day IT management, allowing them and the team to focus on more important business initiatives that will lead to growth.
We, at Quatrro, understand an MSP’s needs and requirements and provide both cost-effective and high quality support. We specialize in fulfilling your client’s technical support needs through our skilled and certified engineers that are available by phone, chat and email on a 24/7/365 basis.