The Most Important Managed Service: Help Desk Service?

Managed Service Providers (MSPs) spend a significant amount of time on next-generation opportunities such as cloud computing and mobile device management (MDM). But for some MSPs, I think it's time to get back to basics. Take a close look at one of my recommendations: help desk service. This is the reason.

I admit MSPmentor didn't spend a lot of time covering help desk services in the early days of the site. But little by little, I started drinking Help Desk Cool Aid. Helpdesk is a managed service because it generates recurring monthly income (MRR). The helpdesk also manages some of the most important customer interactions.

Think this way. Apple Store is packed with brilliant and innovative new technologies. But in the end, it's the Apple Help Desk, or Apple Genius Bar, that drives the customer experience and keeps millions of customers loyal to Apple.

In House or Outsource?

Do you need to outsource your help desk and NOC (Network Operations Center) services in order to focus your staff on more profitable services? Or is it necessary to maintain such a service with full-time employees who understand the culture, the customer platform, and the service delivery model? The answer to that question is a bit like the discussion of cloud and local computing. There is no one size fits all.

An increasing number of companies offer outsourced service desk and NOC services. Regardless of your help desk choice, it's time for MSP to get back to basics. The cloud is sexy. Mobility is great. But an effective help desk, backed by carefully tracked performance metrics, can turn a customer into an enthusiastic enthusiast. Weak help desks can also push customers out.