When your end users have a problem, your helpdesk is the first place they call. If they don’t get the help they need when they need it, eventually they’ll start looking somewhere else for support. We can help you build and manage a professional helpdesk that gets your clients the results they need.
The Helpdesk Is The Heart Of Every MSP
No matter how much work you put into securing your client’s network, streamlining their office, facilitating home working, or managing cloud backups, it won’t count for much if your helpdesk isn’t up to scratch.
You speed and reliability of your helpdesk will be the main way your clients will judge your MSP service. It might not be fair, but it is true.
What Makes A Good IT Helpdesk?
Like many aspects of running a successful MSP company, there is more to running a helpdesk than just having enough people in a room that know a lot about IT and some phones. Running a helpdesk also involves…
- Allocating tickets between 1st, 2nd, and 3rd line support.
- Choosing the right software for managing calls and logging. tickets.
- Finding and interviewing new candidates.
- Having a robust system for tracking and addressing service requests.
- Scheduling your teams to deliver a consistent service at all times of day.
How Growth MSP Can Help
Whatever stage you’re at, we can help you improve your helpdesk. We can help if you’ve just started up your business and are looking for mentorship and guidance on how to build an effective helpdesk team. We can also help if you are already running a helpdesk but need external guidance on what could be improved.
Our Helpdesk Mentor
Our head helpdesk mentor is Callum, he’s run the desk at a successful MSP for several years and helped transform it. Through his efforts, he’s improved the desk’s response times, customer satisfaction, and employee morale.
Along with the rest of our mentorship team, Callum can help analyse how your existing desk is operating and then work with you to implement efficiency and quality improvements. The aim of our mentorship is always to help you achieve happy customers, happy employees, and a happy profit margin.
