By Continuum Managed Services, LLC
Managed services providers (MSPs) are in the business of offering proactive and reactive support to their clients. Through remote monitoring and management (RMM) tools, they provide maintenance and troubleshoot services that ensure the smooth and continuous operations of servers, storage, endpoints and applications. While much of this work is automated, some tasks require human intervention – and that requires a help desk, also increasingly referred to as a service desk.
Service desk calls are often the primary contact between client and provider after the sale, making help desks not only a critical piece of technology service delivery, but also sales and customer retention. The customer’s perceived value of a managed service is greatly affected by how service desk calls are handled and resolved. And, the renewal rates for managed services engagements can nearly always be mapped to overall help desk satisfaction.