Finding a managed service provider can be challenging. Along with all the technical considerations, you need to be sure that the company you choose will be a good fit for you in customer service and more.

All managed service providers offer IT helpdesk services, but not all helpdesks are the same. There are some key questions you need to ask as a business leader that will help you determine how they do things.

Is your helpdesk in-house or outsourced?

Some MSPs will use outsourced “mega helpdesks” as a first line response to customers’ needs. This does cut their costs down as they don’t have to keep level 1 technicians on their payroll or provide office space for them. It’s important to know this, however, because it can affect the quality of service you receive.

Have you ever called a cable company or other large technical helpline and found yourself frustrated trying to get an answer? This can be the case if a managed service provider uses an outsourced helpdesk. You will spend more valuable time chasing down an answer and trying to get issues elevated if they take this approach.

We keep things easier with a 100% in-house IT helpdesk. Our technicians have great documentation and knowledge on your system, and will work together or elevate your work ticket quickly when necessary. Our goal is to maximize your uptime and minimize your time spent waiting for answers.

Can I get 24/7 support?

On the flipside, some small managed service providers who DO have an in-house helpdesk don’t offer 24-hour service due to staffing limitations. Even worse, if it’s a one- or two-person operation, you may be left to to hope that the owner or tech has their cell phone on them at the moment.

As a business leader, you don’t work a 9-5. We have on-call technicians available 24/7/365 to ensure that you’re never left waiting until Monday morning for an issue and can get help fast when you need it.

Will you do on-site visits for repairs? If so, how long do I have to wait?

Another important consideration to note is how the company handles on-site visits. Are on-site visits included in your contract? Some managed service providers will include them, while others may charge a trip fee. Even worse, some may ask for time and materials payment in order to go on-site for hardware issues.

You will also want to ask if they have technicians in your area or if they have a plan in place to contract a local tech if the need arises. With proper planning and procedures, this can be done quickly so you won’t be stuck waiting for days to get a technician onsite.

While the need for on-site visits has diminished in recent years, it’s sometimes still necessary to make a trip to a customer in order to repair hardware or configure physical equipment. It can help your business get back up faster in times of emergency as well! We offer on-site appointments for our managed services clients as well as to local businesses in the form of as-needed help. Because we have many technicians local to Peoria, our wait times are lower than most. We also have robust networks and systems in place across the country to send a qualified tech to any location across the U.S. Our technicians are prepared, professional, and ready to help however you need.

How well will your technicians know my system?

When you work with a helpdesk without proper documentation in place, it means you wait longer for your issue to be resolved. Companies that outsource level 1 or 2 helpdesk calls often struggle to know your system and keep all their documentation in place.

Because we have entirely in-house helpdesk, when you call Facet you will talk to a qualified technician with access to information about your network and needs, which makes the process much less headache-inducing for you. We include documentation services for all our managed services customers, for this reason as well as for your benefit. We are able to troubleshoot much more effectively because of this.

Is it easy to ask for help or submit a ticket?

Ask any potential helpdesk provider about their process to ask for help or submit a ticket. Do you have to submit a request online? Can you send an email? Can you call if you are on-the-go? Do they have a dedicated customer line that will streamline your process?

We strive to make asking for help very easy. Whether you prefer to call our dedicated customer dispatch line, our main number, send an email, or submit a request online, we have a method that will be quick and easy and tailored to your preferences.

Want to learn more about our helpdesk services?

We offer managed services, cybersecurity, and helpdesk services to companies across the U.S. Regardless of your size, we have a plan that can meet your needs. Call us today at (309) 689-3900 (8AM-5PM, Monday-Friday), or fill out the below form to request more information on managed services and helpdesk. We are ready to help you solve your recurring tech headaches and find True Tech Peace of Mind!