Outsourced NOC and Help-desk Services

In recent years there’s been a push for MSPs to look to outsourced Help-desk and NOC services as means of maintaining scalable growth and better supporting their small business clients. The need for MSPs to offer live, end-user and network based support has become essential.

In recent years there’s been a push for MSPs to look to outsourced Help-desk and NOC services as means of maintaining scalable growth and better supporting their small business clients. With the SMB space becoming more and more reliant on technology as a means of delivering their critical business services, the need for MSPs to offer live, end-user and network based support has become essential.

With most small IT Support companies, bringing on additional staff isn’t an option. However, without that live help-desk component, they risk losing a portion of their existing client base to larger MSP’s with those resources in-house. The answer however is somewhere in the middle. What the smaller segment of the IT Support space really need is an outsourced option that will allow them to offer those services and provide them with the scaled growth option needed to expand their offerings.

The main challenge to date with outsourced NOC & Help-desk services is losing that vital connection between the MSP and his/her customer base. There are some that fear that by having a 3rd party act as the main point of contact between the MSP and the SMB puts that relationship in jeopardy. However, all successful MSP’s incorporate an on-site ‘CIO Consulting’ component where they deliver the monthly or quarterly ‘State of the Union’ update. It’s during this scheduled meeting where the relationship and client bond is really nurtured. By simply adding a regular, on-site consulting component to your managed services, you will eliminate any client relationship erosion.

At the end of the day, the more tools an MSP has in his/her IT Support kit, the more successful they will be. Just think, a few years ago there were a lot of people making the same claim about remote network support VS on-site and were claiming that if the clients never saw your engineers they didn’t see the value in your services. We all know the result of that discussion don’t we!

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