Service Desk Support
At Inbay we understand that your service desk is the heart of your organisation. Your service desk interacts with your customers on a daily basis and therefore ensuring you have the right technical team is vital.
Inbay’s fully managed Service Desk solution delivers end-user technical help services direct to your customers, troubleshooting issues reported by them until the issue has been resolved. We focus on First Contact Resolution (FCR) and our aim is to get your customers up and running as quickly as possible, whilst taking the pressure off your technical engineers.
Are you faced with the following challenges?
Are your technical support tickets stacking up?
Are your best engineers working at night?
Are you running low on resources?
Do you struggle with 24/7 service desk support?
WHY CHOOSE INBAY
Inbay’s white labelled NOC solution works as an extension of your business, taking care of your client’s servers and devices 24 hours a day, 7 days a week, 365 days a year.
24/7 END-USER SUPPORT
Our Service Desk operates 24/7/365. You can use our 24/7 service to cover any combination of hours across your client base.
FOCUS ON WHAT MATTERS
Our Service Desk will free up your own MSP resources, enabling you to win more business, deliver higher value-add work and develop client relationships..
PEACE OF MIND
Gain complete peace of mind knowing that a highly trained team are on hand when your clients need it most, ensuring your service levels remain high and your customers happy.
EXTEND YOUR CAPABILITIES
Our white labelled Service Desk is offered across any time zone, in-hours, out-of-hours or 24/7. Our flexible approach means that you can tailor our offer to match your client’s individual requirements.
CALL ESCALATION AND PASSWORD RESETS
THIRD-PARTY VENDOR MANAGEMENT
SOFTWARE UPDATES AND INSTALLATION
USER ACCOUNT CREATION
ROOT CAUSE ANALYSIS (RSA)
HOW IT WORKS
Inbay’s Service Desk solution provides direct technical IT support to your clients. We aim to get your customers up and running as quickly as possible.
We answer tickets in real-time. Our service desk ensures that tickets are worked on in adequate timescales according to the priority and issue.
We monitor the progression of tickets against SLAs, work with the technical team to resolve issues and provide informative updates.
Once tickets are resolved, we will keep in touch to ensure things continue to run smoothly.
Are you ready to find out more?
BLOG: Top tips for service desk optimisation. How happy are your customers?
When asked what sources of information people rely on when making purchasing decisions, 55% of people said through word-of-mouth. Making your customers happy should therefore always be one of your top priorities.
Luckily, the service desk is a place that should always be about making your customers happy.
VIDEO: Top 5 considerations when extending your services to 24/7
Scaling up to offer 24-hour technical IT support comes with some unique considerations that range from cost and staff to strategy and planning. The strategy you choose needs to take into account your customers’ needs, the hours of coverage and your business goals and expansion plans.
In this video Matt Takhar will be covering ‘The top 5 considerations when extending your services to 24/7’
SERVICE DESK CALCULATOR: Calculate the true cost of staffing your in-house Service Desk
In almost all cases, partnering for Service Desk offers a much more cost-effective option – as well as bringing additional benefits over and above large savings.
While your Service Desk partner will have had to make a significant up-front investment in facilities, people and systems, these costs can be amortised over a large MSP customer base, so the rates offered to you reflect your partner’s economies of scale. Use our new Service Desk calculator to work out your own in-house Service Desk staffing costs – and see how they compare with Inbay’s Service Desk charges.
SERVICE DESK BROCHURE: Discover why so many MSPs are outsourcing to Inbay
At Inbay we understand that your Service Desk interacts with your customers on a daily basis and therefore ensuring you have the right technical team is vital.
A capable and well-equipped Service Desk is absolutely essential for a successful business. Discover why so many MSPs outsource such an important and essential operational function to Inbay.