Ask An Msp Expert

Q: My managed services business is at a time when we need more technicians to focus on resolving support tickets and providing technical support. I am arguing between hiring a level 1 help desk agent or outsourcing to a NOC and a help desk company. What are the advantages and disadvantages of outsourcing my NOC and Help Desk services?

Many managed service providers (MSPs) often face this problem. The Network Operations Center (NOC) and helpdesks can be the bread and butter of an MSP service offering. Support services, in particular, can play a key role in building customer loyalty. A good experience with a help desk can strengthen the relationship with the customer, which translates into greater customer satisfaction and loyalty.

However, hiring additional technicians to fill the NOC and help desk roles can be difficult. Aside from the cost of capital that adds up to PSM's business, which impacts cash can flow, these roles can be difficult to take on. The ideal candidate must be able to play a level 1 support role and be technically competent, but also have excellent customer service skills and the ability to manage customer frustrations in a friendly, and useful way.

Is It Time To Outsource Your NOC and Helpdesk?

Before moving on to outsourcing NOC services and help desk, here are some things to consider:

How many of your customers are subscribers or will sign up for NOC and Help Desk services?

One of the main considerations you should keep in mind is whether you can bear the cost of hiring multiple technicians while still being profitable. If you have multiple customers who subscribe to these services and the cost of hiring technicians can be covered, you may want to keep the service internally, as you will have greater control over quality.

However, if you have just started offering these services or if you have used your existing technicians to fill this role while working on other strategic projects at the same time, you will find that hiring new technicians is expensive. In addition to the actual cost, there are also ancillary costs associated with a new rental. Ancillary costs include benefits and insurance, training on the tools used and general expenses such as IT equipment, mileage, etc. Together, these costs can represent a significant increase compared to what is expected to invest in this new position.

Costs are also set when outsourcing the NOC and Help Desk services. Most of the Outsourced NOC and Helpdesk Services companies have a configuration or integration cost higher than the standard cost per device and technical support per customer. It's easy to calculate the total cost for your business of offering these services and the desired margin you want to earn before sending quotes to customers.

If you are using a remote management and monitoring (RMM) tool, your RMM provider should be able to offer a recommendation as they often provide these services or work with some who are familiar with their tools.

What is your growth strategy?

As an MSP, it is important to have a strategy and plan to grow your business. You could focus on cybersecurity, digital transformation or a specific vertical. Having a dedicated internal NOC and helpdesk could be an essential part of this strategy.

As you accelerate to execute your strategy, starting with an Outsourced IT Helpdesk can offer you flexibility. By leveraging the capabilities and skills of the outsourced NOC and Help Desk services, you can first create the customer base before committing to creating your own service. In some cases, MSPs have found that the outsourced company NOC and Help Desk have become a true partner in providing this service.

Perhaps the most important consideration is how you want to customize the NOC and support services. A full team is needed to ensure adequate coverage for sick days and holidays. Having a Helpdesk Outsourcing Companies guarantees coverage according to the agreed SLA, without human resources problems.

Outsourcing the NOC and support services offers numerous benefits, but it is important to link it to business needs and growth strategy. If you choose to outsource, be sure to talk to your existing technology vendors and see what they offer. It is almost always better to work with existing suppliers than to start over from scratch to establish a new relationship.