DefinIT Insights

Why Your Company's Help Desk Needs Managed Services Orlando

It's no secret that businesses these days are reliant on technology. From customer relationship management (CRM) systems and e-commerce platforms to enterprise resource planning (ERP) software and cloud storage, businesses use a host of critical applications to run their operations. And when something doesn't work with one of these applications, it's often the help desk that is called into action to resolve the issue.


If your company's help desk is like most, it's overworked and understaffed. As a result, your employees may deal with long wait times, missed calls, and unresolved tickets. But what many businesses don't know is that they can get help from managed service providers (MSPs) to ensure that their help desk function runs smoothly and efficiently. Here are some reasons why your company's help desk needs managed services Orlando


How a Managed IT Help Desk Works

Like an internal help desk, a managed IT help desk is responsible for providing support to users. However, instead of being managed by your company, a managed IT help desk is managed by an external service provider. This means that they are responsible for hiring and training staff, as well as managing the day-to-day operations of the help desk.


Users who need support will typically contact the help desk via phone, email, or live chat. Once a help ticket is created, it is assigned to a technician who will resolve the issue. Managed IT help desks also have access to a knowledge base of common issues and solutions, which can help to resolve problems more quickly.

Why Your Help Desk Matters

The help desk is the first point of contact for many customers and employees, so it's important to have a good system in place. A well-run help desk can help improve customer satisfaction, reduce downtime, and increase productivity. In contrast, a poorly run help desk can lead to frustrated customers and employees, longer wait times, and an overall decrease in productivity.

What Managed Services Can Do for Your Help Desk

There are a number of ways that managed services Orlando can help your company's help desk function more effectively. Here are some of the most important:

Provide 24/7/365 Coverage

One of the biggest advantages of working with an MSP is that you can get around-the-clock support from your help desk, which means that someone will always be available to take calls and resolve tickets, no matter what time it is. This is especially important for businesses that operate in multiple time zones or have customers in different parts of the world.

Reduce Hold Times

Lengthy hold times are one of the most frustrating things about dealing with a help desk, especially when facing technical or connection issues. When you work with managed services Orlando, they can provide the extra staff you need to reduce wait times and get employees the help they need in a timely manner.

Increase First Call Resolution Rates

First call resolution (FCR) is a measure of how often a problem is resolved on the first call. A high FCR rate is important for customer satisfaction, as it reduces the number of times a customer has to call the help desk. When you work with an MSP, they can help increase your FCR rate by providing more knowledgeable staff and better tools and resources.

Reduce Downtime

Downtime can be costly for any business. And while it's impossible to completely eliminate downtime, you can minimize it by working with an MSP. An MSP can help you identify and resolve problems quickly, which can reduce the amount of time your business is offline.

Kinds of Help Desk Services Offered by Managed Services Orlando

  • Computer hardware and software issues
  • Printer and scanner troubleshooting
  • VoIP and landline phone issues
  • Cloud and local systems troubleshooting
  • Networking issues
  • Email troubleshooting

Hardware & Software Issues

One of the most common types of help desk services that managed services offer is support for computer hardware and software issues. This can include everything from troubleshooting a problem with a printer to resolving an issue with an email server.

Printer & Scanner Troubleshooting

If your company uses printers or scanners, you know that they can occasionally cause problems. Whether it's a paper jam or a connectivity issue, managed service providers can help resolve the issue quickly for your business's printing and scanning needs.

VoIP & Landline Phone Issues

VoIP and landline phones are still used by many businesses and managed services Orlando can provide support for these systems as well. This can include troubleshooting problems with call quality, setting up new phone lines, and more.

Cloud & Local Systems Troubleshooting

If you use cloud-based or local systems such as Microsoft Office 365, you may occasionally run into issues that need to be resolved. Managed services Orlando can provide support for these issues, which can include everything from setting up new user accounts to resolving compatibility issues.

Networking Issues

Most companies operate on some kind of network and managed services Orlando can provide support for networking issues as well. This can include troubleshooting problems with Wi-Fi networks, setting up new network devices, and more.

Email Troubleshooting

Email is one of the most commonly used communication tools in business, so it's important that it works properly. Managed services Orlando can provide support for email systems, which can include everything from configuring new email accounts to resolving issues with email delivery.

Business Help Desk Support in Orlando, FL

Techspert Services is a managed service provider that offers help desk support for businesses. We offer many of the services mentioned above, as well as flexible monthly and annual plans to fit your business's needs. All plans include a dedicated manager, unlimited support, and you can cancel anytime. However, we do require a 90-day notice so we can properly button up your systems and documentation to hand over to your next IT personnel.

Our simple, seamless process takes place as follows:

  1. Onboarding - We collect all of the essential IT documents and information to provide five-star service to your team. This procedure typically takes around a week.
  2. Technology analysis - Following the onboarding process, we evaluate the efficiency of your systems in terms of their relevance to your business. In preparation for our consultation, we document how technology interacts with your company.
  3. Review - Following our consultation on your systems and implementation, we assess the impact of our suggested modifications on efficiency and production. We make certain that what we implement improves your business.
  4. Results and analytics - Our long-term connection begins after we have completed our initial onboarding and consultation. To demonstrate our value, we give monthly reports on all areas of your package.

For more information about our help desk support services, please contact us today. We would be happy to answer any questions you have about our managed services Orlando.

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