Phone Based Support
MSPAssist provides the phone based support for the MSP that would include attending the incoming calls on the helpdesk queue or making any outgoing phone call that requires dealing with any IT helpdesk based request generated from the customer or user under the IT managed services scope with the MSP. The technical support agents from MSPAssist have relevant experience in handling the voice based support processes and know the technical areas that would help them understanding the cause of the problems user would face and applying the necessary remediation steps to resolve the issue arisen.
Chat Based Support
MSPAssist businesses use the chat based support model to provide the customer instant response on the problems they face for their IT related areas. The chat support minimizes the chaos of customer having to deal with waiting on the phone queue and writing the email to MSPAssist and waiting for the reply or phone call from them. The chat support agent from MSPAssist would login to the chat software and remain online for attending any user with complaint. The agent from MSPAssist will handle the customer technical request on behalf of the MSPAssist and make every possible effort to resolve the issue and handle the request through to the completion stage.
Ticket Based Support
MSPAssist provides the real-time helpdesk for MSP businesses for managing their ticket dashboard and to work on the tickets that are either assigned by the helpdesk dispatcher or supervisor or by assigning the ticket on basis of the possibility of completing it remotely. The tickets that are received on the service dashboard need to be addressed in a way that would let the ticket creator know that someone from the MSP side is actively working on the task and making sure the ticket notes are duly filled in a timely manner for better understanding of which level the task is currently at. MSPAssist on basis of our experience working with the MSP knows these practices and that makes us a preferred choice for the ticket based support requirements from the MSP customers.
MSP businesses often require the after-hours support that needs someone logging in to the IT Infrastructure and doing the tasks that cannot be done during the day time because of various reasons. The after-hours support tasks require the IT infrastructure resources be brought down sometime for servicing them and making sure those are brought back up correctly to avoid any possible issues during the next day morning when customer comes to their office. MSPAssist has excellent skills in doing such type of support for the MSP businesses and our technical staff members who work on this processes remain in constant touch with the MSP and letting them know of the results of the assigned tasks both during the execution and upon the completion.