Reliable Helpdesk Response and Resolution

Q: I have concerns about going off-shore. How is the quality of the engineers?

ITBD Team is in the “westernized” part of India All engineers go through ITbD Certified Communication training and Technical Bootcamp Heavy focus on communication skills during recruitment and development All engineers are university educated, MSP trained

Q: What about compliance requirements?

ITBD is HIPAA compliant & can provide a BAA Partners can isolate their clients from ITBD support as-needed

Q: What if I don’t have time to manage an outsourced team now?

Once you set your custom success parameters, KPIs, and SOPs, we manage from there Supported through bi-weekly call We are a mature Helpdesk with over 20 years of experience that requires little hand holding

Q: How do I know my data will be secure?

We are SOC 2 Type II Compliant Partner controls what data we can and cannot access (VDI) ITBD engineers undergo documented background checks Engineers work from Azure terminals – Partner can whitelist/blacklist specific IPs Internal SOC/SIEM deployed with all security protocols in place

Is Helpdesk support costing your MSP?

As an MSP, your number one focus is on solving your client’s pain points. Consistent high-quality and highly available customer support and service is still the top pain point for MSP clients.

They either don’t have the people when they need them or response time and overall quality are substandard. So what can you do when your team is unable or unwilling to support your customers around the clock?

You scramble to fill in the gaps, but finding on-demand MSP-ready technical talent is like finding a needle in the haystack. When you do find it, the cost of retaining and developing talent can be a massive hit to your bottom line.

Streamline your team with cost-effective MSP-trained helpdesk support

Additional proof stats + benefits

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CSAT customer satisfaction

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Net promoter score

First call resolution

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ITBD Helpdesk is an extension of your team

ITBD’s Helpdesk support frees up your staff’s time on nights and weekends, but we also bring a lot more to the table. Because we have over two decades of experience in the MSP world, we can do all the little things that add up.

Performance & preventative maintenance reports

Desktop-level backups

Patch management and deployment

Live customer phone support

Desktop performance management

Gray-labeled initial call answer

Windows, Mac and mobile support

Administrative tasks

Virus/malware removal

Software installations

Added proactive maintenance for workstations

24×7 alert monitoring and remediation

AV management

Patch management

Backup management

Getting your helpdesk support setup is EASY

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Raving fans

Still have questions?
We’ve got answers

Check out our list of frequently asked questions for quick and helpful insights. If you don’t find the information you need, don’t hesitate to reach out to us. We’re always happy to provide more detailed answers and help you in any way we can.

I have concerns about going off-shore. How is the quality of the engineers?

ITBD Team is in the “westernized” part of India
All engineers go through ITbD Certified Communication training and Technical Bootcamp
Heavy focus on communication skills during recruitment and development
All engineers are university educated, MSP trained

What about compliance requirements?

ITBD is HIPAA compliant & can provide a BAA
Partners can isolate their clients from ITBD support as-needed

What if I don’t have time to manage an outsourced team now?

Once you set your custom success parameters, KPIs, and SOPs, we manage from there
Supported through bi-weekly call
We are a mature Helpdesk with over 20 years of experience that requires little hand holding

How do I know my data will be secure?

We are SOC 2 Type II Compliant
Partner controls what data we can and cannot access (VDI)
ITBD engineers undergo documented background checks
Engineers work from Azure terminals – Partner can whitelist/blacklist specific IPs
Internal SOC/SIEM deployed with all security protocols in place

Empower your MSP

Stop worrying about low CSAT scores, growing escalations, and dissatisfied team members

Start giving your team the time off they need, your customers the support they expect, and
scale your MSP on your terms, with profitability.