Choosing an outsourced service desk

By Stuart_Selbst
In MSP Coaching
June 11, 2012

Article By Stuart Selbst

As I mentioned in my last post, I attended the Ingram Micro Cloud Summit in Scottsdale, AZ last week. During the summit, Ingram enthusiastically announced a partnership with my good friends at Live Virtual Helpdesk (Live VHD). I have many partners who work with the team at Live VHD and as a result, have been able to exceed their service level agreements. So, what should you be looking for in an outsourced service desk?

Some of the typical on-going support tasks include; 24×7 service monitoring and analysis, emergency response, endpoint system support, patching and vulnerability service, software install as well as PC troubleshooting. But really, what is important to you and your client? In my opinion, choosing a service desk vendor is as important as choosing a PSA vendor, maybe even more so.

When choosing a service desk you should look for one that will become your true business partner. Remember, the firm you choose will be interacting with your clients each and every day. Therefore, you will want them to give the same high level of service that you strive to give your clients. Your service desk should have strong SLAs, competent technical support, certifications and most importantly world class customer service. I stress the high level of customer service for one reason, if you don’t take care of your customer, someone else will!!

There are many service desk vendors in our industry and more seem to pop up as quickly as MSP Business coaches. Every service desk vendor has something to offer you, but I question who actually has the best interest of your client in mind. To answer that, I went with one of my top MSP partners to visit Live VHD at their office in Victoria, BC last year. In my opinion the staff is not only well trained technically, but their professionalism and dedication to the success of their clients businesses is second to none.

Is Live VHD perfect? Is any company is perfect, no? Have they made mistakes? Yes they have. Has LiveVHD taken accountability for those mistakes? Absolutely! And, they resolved the issues in a timely and professional manner. Will they make mistakes again? It’s possible, but just like in your business as your process matures, less slip-ups and misunderstandings will be made.

After attending the Ingram Summit and reflecting on the success my partners have had working with Dan Sturgill and the team at Live, it is no wonder that Ingram has chosen to collaborate with them. I highly recommend that you give Live VHD a shot at streamlining your tier 1 support. They are proven and well respected in the industry.

All the best in success,


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Author: Stuart Selbst