One of the most important measures of a managed IT service provider is the effectiveness of their support desk or help desk. This level of day-to-day technical support is considered a strong indicator of the overall MSP’s effectiveness and is therefore instrumental to customer satisfaction.
But not all IT help desks are created equal. And for businesses contending with fiercer competition, unstable economies and stricter regulatory pressure, it’s imperative to ensure your MSP’s support desk is meeting (or better yet, exceeding) expectations and delivering the level of service required to sustain your daily operations.
Consider how your current support desk stacks up when it comes to these critical factors.
Round-the-clock IT support delivers significant value to businesses in just about every industry you can think of. Technology is far from infallible, and oftentimes it seems it acts up on us when we need it the most. That’s why access to true 24x7x365 support is critical.
What to Look For:
Of course, even if your MSP’s support function works 24×7, that doesn’t necessarily mean you can get them on the phone at any hour of the day. One of the most necessary features of a help desk is its ability to act swiftly – both in answering the call and resolving the issue.
What to Look For:
In addition to response metrics, there are critical quality metrics that can help you identify and evaluate IT service desks to determine if they meet your specific support needs. Benchmarks like customer satisfaction scores (CSAT) and net promoter scores (NPS) measure IT support performance and shed light on how much an MSP’s existing customer base values their service.
What to Look for:
Omega Systems’ customer-first approach is no more evident than across our Service Desk. Fully staffed by Omega, our service desk technicians are trained to resolve technical problems rapidly and efficiently. In the event complex IT issues require escalation, our dedicated escalation team is available to step in on a moment’s notice. Furthermore, Omega’s CSAT scores consistently outperform industry standards.
Click here to learn more about our Smart Support managed IT service offering or contact us to schedule a meeting with our team.