IT Helpdesk Outsourcing

Basic help desk resolution and service desk delivery.

Tier 1 centralised helpdesk provides your business with engineers who will receive all calls, emails and tickets that are sent into the helpdesk. Their priority is to determine the issues experienced and diagnose what the problem is. If the issue is easily resolved then the first line engineer will carry out the remedial work to rectify the problem.

If there is an issue that is widely affecting user groups or related to specific business applications or systems, then the tier one engineer may not have the experience, expertise or access to resolve these types of issues. In this instance, a tier one engineer would escalate the ticket to the relevant second tier. This could either be internally within baseMSP (depending on service purchased) or could be to an internal team within your business, who have responsibility for overall business systems and applications.

In-depth technical support.

Tier 2 helpdesk engineers are the next layer of our outsourced IT support. Anything that can’t be resolved by tier 1, will be escalated to tier 2.

Tier 2 helpdesk engineers have a more in-depth technical understanding of the applications and systems that are in use. They may not have designed or installed the service, but they are capable of troubleshooting a wide variety of IT related issues.

Dedicated helpdesk engineers are aligned only to your business. They are not a shared resource, and are not assigned to work on other customer related support queries.

The hours supported are flexible, however, pricing may increase to reflect the changes in service. Please contact us to discuss your options.

SLA’s are fixed for Standard and Premium services.

If you require a dedicated service, we can work towards SLA’s that are suitable to your needs. Please note that costs may increase to facilitate shorter SLA timeframes, this is due to an increase of engineers required to deliver the service you need.

Onsite outsourced IT support provides your business with a dedicated resource at your office/datacenter locations. The onsite helpdesk engineer could be tier 1 or tier 2 depending on your requirements.

Duration and time spent on site will be determined by what you need to achieve.

The helpdesk manager role ensures all aspects of your outsourced IT support service run smoothly.

They are responsible for the following:

• Initial onboarding process
• Engineers respond and act accordingly
• Overall management of the team in place supporting you
• Communication with your business
• Relationship Management
• Reporting

The standard and premium tier of our outsourced IT support service DOES NOT have a dedicated helpdesk manager as these plans provide engineers from a shared centralised helpdesk.

The centralised helpdesk is managed by a helpdesk manager, however they are not directly reporting to your business. They are in place to manage the centralised team, and to ensure all services and operations run seamlessly.

Technical Account Manager

Have a technical understanding of IT and are able to bridge the gap between the helpdesk engineers and account managers. They are vital in providing a seamless service by cohesively bringing all aspects of the service together.

Account Manager

They make sure your account is managed successfully and deal with varied requests that you may have.  They bring together resources within baseMSP to make sure we deliver on what you need from us. They are your day to day go to to ensure that things get done or if you have any concerns or complaints.

The knowledgebase is a repository where we can store useful information and documents that you employees can easily access.

The knowledgebase could be used for training and business templates, or to provide self supporting documentation where users can troubleshoot errors that may crop up from time to time.

The minimum term is 12 months.

If you wish to consider a longer term such as 36 months, we can review our per user pricing.