How to Need to Outsource The MSP Technical Support Service

Help desks and NOCs (Network Operations Centers) are key players in Managed Service Provider (MSP) offerings. The importance of IT help desks is often overlooked as MSPs spend time providing innovative new technologies to gain new business. However, the help desk service  handles some of the most important customer interactions, and a good help desk with strong customer relationships equals customer retention. Therefore, deciding whether to outsource this department is an important business decision for MSP.

Internal or outsourced?

Do some companies "outsource the MSP help desk and NOC services?" Exactly how are services provided?

Outsourcing of help desk support services and NOCs is becoming increasingly popular, regardless of the size of the MSP, for a variety of reasons. Most notable is the margin. Whether you achieve your ultimate goal or run MSP as a lifestyle business, healthy earnings are essential to success. Having an external help desk keeps costs predictable, unlike an internal help desk that can add unpredictability to your margins.

Choose an outsourcing provider

Choosing an outsourced service desk is key to success and should be based primarily on the type of client your MSP is targeting. Using a single channel provider quickly takes the worry out of the loop at some point, whether as a customer or a provider, and at some price points you can get a sufficient margin for the service. Channel providers with offshore NOC or help desk services will create lower prices. These are suitable for customers who want to minimize IT costs in exchange for lower level services. Offshore support services often make it difficult to build a help desk-customer relationship and often have an impact on customer retention.

Choosing a support service only in the UK may be a bit more expensive than abroad, but it is the right choice if your customer base wants quality. UK-based technicians build relationships with the customer help desk, retain customers and extend recurring revenue.

By choosing the right outsourcing help desk, you can offer value to your clients and create a healthy margin for your MSP business.