What Should MSPs Look for in an Outsourced Help Desk Provider?

As a Managed Service Provider (MSP), you know how critical customer service is to your success. One way to improve your service delivery is by outsourcing help desk services. In fact, outsourcing is becoming a major trend across industries. According to Research and Markets, the global outsourcing services market is expected to reach a total market size of $904.948 billion by 2027.

With this rapid growth, finding the right help desk partner has never been more important. The provider you choose can directly affect your operational efficiency, client satisfaction, and overall business success. A strong partner can streamline operations, save on costs, and provide top-tier support to your clients. On the other hand, choosing the wrong provider may result in poor service, unhappy clients, and potential losses for your business.

That’s why selecting the right MSP Help Desk Outsource provider is crucial to your long-term success. In this guide, we’ll walk you through the key factors to consider when making this important decision.

Key Criteria for Evaluating an Outsourced Help Desk Provider

When it comes to outsourcing your help desk, it’s important to have clear criteria in place. This helps you choose a provider that meets your current needs and supports your long-term growth as an MSP. By knowing what to look for, you can avoid costly mistakes and find a partner that truly enhances your operations.

Here are the key factors you should prioritize when evaluating potential providers:

1. Technical Capabilities

The first thing to assess is the provider’s technical expertise. Your clients rely on you to solve complex IT issues, so it’s crucial that your help desk partner is up to the task. Make sure they have experience with the tools, platforms, and software that your MSP works with daily. Without this technical know-how, the provider may struggle to deliver the level of support your clients expect.

2. Industry Experience

Not all help desk providers are created equal. Experience in the MSP landscape is a significant advantage. A provider that understands the unique challenges faced by MSPs can offer more tailored solutions. They’ll be familiar with the demands of the industry and will likely have systems in place to address issues that other providers may overlook. Partnering with someone who already knows the MSP environment can save you time and provide smoother integration.

3. Proactive Support

While reactive support is important, a great help desk provider should also offer proactive solutions. Instead of just fixing problems as they arise, they should be able to identify potential issues before they become major disruptions. This type of preventive support can save you and your clients a lot of headaches.

Look for providers who offer:

• Regular system health checks
• Early warning systems for potential failures
• Ongoing monitoring and maintenance services

By being proactive, you can avoid costly downtime and improve overall system performance.

4. Scalability

As your MSP business grows, your help desk provider needs to grow with you. The ability to scale services is crucial, especially if you anticipate adding new clients or expanding your offerings. Make sure your potential provider has the infrastructure and resources to support your business as it evolves. 

How to Assess Technical Expertise and Industry Experience

Choosing the right help desk provider is not just about finding someone who can answer calls. It’s about partnering with a team that has the technical expertise and industry knowledge to solve your clients’ most pressing IT issues. Here’s how you can assess whether a provider has the right mix of skills and experience for your MSP.

Evaluate Certifications and Qualifications

Start by reviewing the provider’s certifications and qualifications. These give you insight into their technical expertise and commitment to staying current in the field. Look for industry-standard certifications such as CCNA certification for network-related services. These are good indicators that the provider has a solid foundation in IT support.

Look at Their Track Record

A provider’s past experience with clients similar to your MSP can tell you a lot. Ask about their work with other MSPs or businesses that rely heavily on IT infrastructure. You want to confirm if they’ve handled the technical challenges that your clients may possibly face. It’s also helpful to ask for case studies or references that demonstrate their ability to solve complex problems and maintain high service levels.

Check Their Familiarity with Your Tools

Your help desk provider needs to be familiar with the tools and platforms your MSP uses. This includes your ticketing systems, remote management software, and any specific IT infrastructure your clients rely on. If the provider has experience with these tools, they’ll be better equipped to jump in and offer seamless support. This will give you confidence that they can handle your clients’ needs effectively.

Assess the Technical Team’s Depth

A provider’s expertise isn’t just about their qualifications, it’s also about the strength of their technical team. Do they have enough skilled staff to handle peak workloads? Can they escalate complex issues to senior technicians when needed? You don’t want a provider that’s overwhelmed by your demands.

Ask about:

• The size of their technical team
• Their process for handling escalations
• How they keep their staff updated on the latest technology trends

A deep, well-rounded team means you’ll get fast, effective solutions without delays.

Industry Experience Makes a Difference

An industry-experienced provider understands the specific needs and challenges of managing IT services. This knowledge allows them to anticipate problems and offer tailored solutions that fit your business model.

For example, a partner with MSP experience will understand the importance of quick response times, proactive monitoring, and seamless integration with your existing systems. They’ll also know how to manage common issues like patch management, backup solutions, and network security.

Service Level Agreements (SLAs) and Why They Matter

SLAs are the backbone of your relationship with the provider, setting clear expectations and ensuring accountability. For Managed Service Providers (MSPs), SLAs define the standards that the help desk must meet to deliver consistent and reliable support to your clients.

What are SLAs?

An SLA is a formal agreement between you and your IT support provider that outlines the level of service you can expect. It covers key aspects like response times, resolution times, and service availability. Essentially, it’s a contract that defines the performance standards the provider must meet.

These are some key SLA elements that MSPs should look for:

1. Guaranteed Response and Resolution Times. One of the most important aspects of an SLA is the guarantee of quick response and resolution times. These metrics ensure that issues are addressed right away, minimizing downtime for your clients.
2. Uptime Guarantees. Uptime guarantees are essential if your help desk provider is managing critical infrastructure. This part of the SLA guarantees systems are operational and accessible for a specified percentage of time.
3. Penalties for Failing to Meet Standards. A good SLA includes penalties if the provider fails to meet the agreed-upon standards. These penalties, often in the form of service credits or financial compensation, provide a layer of accountability. If the help desk repeatedly misses SLAs, these penalties protect your business and hold the provider accountable.

Why Do SLAs Matter?

SLAs create a clear framework for what both you and your help desk provider can expect, which eventually reduces misunderstandings. Everything is spelled out from how quickly issues are addressed to how often systems are monitored. As an MSP, you can communicate these expectations to your clients, giving them peace of mind that their needs will be met.

Without SLAs, there’s no formal mechanism to hold your service provider accountable. If service quality starts to slip, SLAs give you the leverage to demand improvements or invoke penalties. This structure encourages your provider to maintain high standards and stay responsive to your needs.

The SLAs you agree on should align with the service promises you make to your own clients. If you promise quick response times and high uptime, your help desk provider needs to back that up. Make sure their SLAs meet or exceed the commitments you’ve made. If their service falls short, it could damage your reputation and lead to unhappy clients.

Understanding Communication and Reporting Standards

Clear communication and regular reporting are key to building a successful relationship with your outsourced help desk provider. These elements make sure that both parties stay aligned on goals, service quality, and client needs. For Managed Service Providers, understanding the communication protocols and reporting standards your provider follows can make the difference between seamless operations and frustration.

The Importance of Clear Communication

Good communication forms the backbone of a healthy partnership. When outsourcing your help desk, you need to know that your provider is accessible, responsive, and transparent. This keeps everyone on the same page.

What to Expect from Communication Protocols

MSPs should expect their outsourced help desk provider to follow clear communication protocols. These can include:

• Real-time support: Your help desk provider should be available when you need them, especially during critical incidents. Whether it’s through phone, email, or chat, there should always be a direct line of communication available.
• Dedicated account managers: Having a dedicated point of contact makes communication easier and more efficient. A dedicated account manager can act as the liaison between your MSP and the help desk team, handling escalations and providing updates.
• Escalation procedures: When issues can’t be resolved quickly, you need a clear escalation process. This means that senior technicians handle complex problems, minimizing the impact on your clients.

The Role of Regular Reporting

Consistent reporting is just as important as communication. It allows you to track the provider’s performance and identify any areas that need improvement. Without regular reports, it’s difficult to evaluate whether the help desk is meeting your expectations.

When reviewing reports from your help desk provider, pay attention to metrics that offer insights into their service quality. Some key metrics to consider include:

• Ticket resolution times: How long it takes for the help desk to resolve issues, particularly for high-priority or urgent tickets.
• First-contact resolution rate: The percentage of tickets resolved on the first interaction, without the need for escalation or follow-ups.
• Customer satisfaction scores: Feedback from your clients on the quality of service they received. This can be gathered through post-ticket surveys or periodic client reviews.
• Number of escalations: Tracking how often issues need to be escalated to higher-level support. A high escalation rate could indicate a lack of expertise at the first level of support.

Ensuring Data Security and Compliance in Outsourced Help Desks

Your help desk partner will have access to sensitive client information. Securing this data should be a top priority. A breach in security can lead to significant financial losses, legal ramifications, and damaged client trust. Here’s how MSPs can make sure their outsourced help desk provider meets high security and compliance standards.

The Importance of Data Security

When you outsource help desk services, you’re entrusting another company with your clients’ sensitive information. This includes personal data, business-critical information, and potentially financial details. Therefore, it’s crucial that the provider adheres to industry-standard security protocols to protect this data.

Providers should follow security best practices such as:

• Data encryption: All data, both in transit and at rest, should be encrypted to prevent unauthorized access.
• Access control: The provider should implement strict access controls, ensuring that only authorized personnel can access sensitive information.
• Regular audits: Security systems should be regularly audited to identify vulnerabilities and maintain their strength.

Compliance with Relevant Regulations

MSPs often deal with clients from various industries, many of which are subject to specific data privacy laws and regulations. It’s essential that your help desk provider complies with these regulations to avoid fines and legal issues.

Some common regulations are the General Data Protection Regulation (GDPR) and the Health Insurance Portability and Accountability Act (HIPAA). When evaluating potential providers, ask them how they maintain compliance with relevant regulations. Lack of compliance could expose your MSP to serious penalties.

Auditing the Provider’s Security Protocols

Before signing a contract with any outsourced help desk provider, you should thoroughly review their security protocols. Here’s how you can do that:

• Request documentation: Ask the provider for detailed documentation on their security policies, including how they protect data, manage access, and handle security breaches.
• Certifications: Look for providers that have industry-recognized certifications, such as ISO 27001. This certification indicates that the provider follows international standards for information security management.
• Perform security audits: It’s wise to conduct or request third-party audits of the provider’s security measures. These audits can highlight any weak points and give you confidence in their systems.

Final Consideration: Finding the Best Fit for Your MSP

As an MSP, finding the right outsourced help desk provider goes beyond just assessing technical skills. It’s about identifying a partner who not only has the expertise but also shares your values and supports your long-term goals. To make the best choice, you need to take a holistic approach to evaluation.

Aligning with Your MSP’s Culture and Values

While technical expertise and industry experience are vital, the provider must also be a cultural fit for your MSP. This means looking for a partner who understands how you operate, shares similar values and is committed to the same level of customer care that you provide to your clients. A misalignment in values can lead to communication gaps, service issues, and an unsatisfactory partnership.

Long-Term Partnership Considerations

Finally, think about the long-term relationship with your help desk provider. Can they grow with your MSP as your business expands? Will they be able to scale their services and continue providing value over time? Choosing a provider with a long-term vision allows your partnership to evolve smoothly as your needs change.

Partner with STAFFVIRTUAL for Your MSP’s Help Desk Needs

Choosing the right outsourced help desk provider is important for your MSP’s success. It’s about finding a partner who not only brings technical expertise but also aligns with your business values, offers proactive support, and ensures data security and compliance. By taking a thoughtful approach and considering key criteria such as SLAs, communication standards, and scalability, you can position your MSP to deliver outstanding service to your clients.

STAFFVIRTUAL offers all of this and more for your MSP business. With a proven track record of supporting MSPs through tailored, reliable, and secure help desk services, we’re committed to helping your business thrive. Reach out today and see how we can become the best help desk partner your MSP needs to grow and succeed.

Sources:

Global Outsourcing Services Market – Forecasts from 2022 to 2027 | Research and Markets

What Does SLA Stand For? (Meaning and Importance) | Indeed.com

U.S. Data Privacy Protection Laws: A Comprehensive Guide | Forbes