The Definitive Guide To Running A Superior Help Desk

How Leading MSPs Deliver Efficient, Effective Support Without the Chaos

As a Managed Services Provider (MSP), you're tasked with keeping your customers' technology and data on the secure, correct path. In theory, when you do your job well, your work is pretty much invisible to your customers. They don't see all the work put in behind the scenes to keep them up and running. When your customers do interact with you, it's often in regard to a problem you need to solve, and quickly. 

That's why your help desk needs to be top-notch—they're often the only interaction your MSP will have with a customer, outside of quarterly business reviews, thus becoming the de facto face of your company. 

Your customers expect professionalism, proficiency, courtesy and fast, thorough solutions from your help desk. Failing to deliver on these expectations will most likely result in customer dissatisfaction leading to higher costs, lower profits and increased churn for your MSP.