ARE SUPPORT DESKS COSTLY?
The cost of staffing an IT Support Desk internally can erode profitability for MSPs. The myriad of RMM & ITSM tools available to MSPs today mean that staffing a Support Desk team, in-house/on-premises is inefficient and expensive
While there are varying opinions on the ratio of Support Desk Engineers to End users, the typical accepted ratio for MSPs delivering a “good service” is 1:70 (Gartner/Robert Half Technology Survey).
To expand on this, an MSP supporting 700 end users in London would have a salary overhead of roughly £17,500 per month on the Support Desk alone before any benefits and contributions are factored in…we can deliver the same Support Desk from as little as £7,500 per month
Using our Support Desk.as.a.service solution could deliver a saving of at least £100,000 per annum for an MSP with a 10-person Support Desk
Some of our Support.Desk.as.a.Service features
EXPERT ENGINEERS
All our engineers are English speaking South Africans and hold varying technical certifications.
Core working hours match those of both Europe and the US East Coast.
WE CAN WORK ON YOUR ITSM
We are able to use your ITSM to manage and update tickets.
This is preferred by most of our MSP clients and allows us to be fully transparent and easily collaborate with existing internal teams.
A TRUE 24/7 SERVICE
We provide a true 24/7 service with our engineers working in shifts. Your customers speak to an engineer first time, every time (and he’s not answering a call on a phone laying on his bedside in the middle of the night)
EXISTING INTERNAL TEAM?
We can co-exist with your internal teams and will use your systems and processes.
We will hand over tickets at the start of the day and pick up tickets again when the day is done.
How does Support Desk.as.a.service work?
White label our Support Desk.as.a.service solution to work as an extension of your business.
GET IN TOUCH
Speak to us about your Support Desk requirements, SLAs, ticket queues and challenges
ONBOARDING
We build a runbook and document your standard operating procedures.
Our engineers are then trained up utilising the documentation
BUSINESS AS USUAL
We begin to deal with your tickets in real-time 24/7. Our Support Desk will ensure that tickets are worked on within your SLA and your clients are given the best service.
REPORTING
We provide you with monthly reporting bespoke to your requirement.
We can report on anything from call metrics to producing trend analysis for your clients