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DEDICATED HELPDESK SUPPORT FOR MSPS

We will be there when your clients need us most, day or night.

Let’s Discuss Support Possibilities
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Are you short on resources to meet the relentless support demands from clients?

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Do you wish to scale operations without compromising on service quality?

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Is the resource-intensive burden of resolving tickets beyond the clock overwhelming you?

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Are you experiencing a profitability squeeze in the face of these challenges?

Are you short on resources to meet the relentless support demands from clients?

Do you wish to scale operations without compromising on service quality?

Is the resource-intensive burden of resolving tickets beyond the clock overwhelming you?

Are you experiencing a profitability squeeze in the face of these challenges?

Reclaim Strategic Business Growth While Upholding Service Excellence

We give your clients the assistance they deserve beyond the clock.

Service desk is the frontline for customer interactions, it’s at the core of every MSP’s business operations. Cumulating unresolved support tickets or infficient technical assistance can impact the business performance of an MSP. That’s why having the right resources and the required technical proficiency is more than important

At Infrassist, we have made it our mission to transform the way MSPs navigate their day-to-day challenges. Our dedicated white label helpdesk support services are designed to help MSPs in addressing these pain points head on. We deliver scalable, 24/7 helpdesk assistance as an extension of your in-house team, ensuring you can reclaim your strategic prowess and service excellence.

Our certified and expert engineers will adeptly manage all your technical and FCR challenges from start to finish using your PSA/Ticketing system, ensuring your clients’ support needs are met promptly. At Infrassist, we have got you covered with dedicated helpdesk support at all support tiers, taking the major support stress Off your plate.

Let’s Discuss Support Possibilities

Tailored Helpdesk Support for MSPs

Just the Resources Your Service Desk Needs

Remote Assistance Over Phone/Email/Chat

Efficiently manage clients’ issues through seamless remote assistance.

Scalable 24/7 Availability

Day or night, we will be available when your clients need us.

Dedicated L1/ L2/ L3 Expertise You Can Trust

Dedicated helpdesk FTEs with differentlevels of support expertise.

Sufficing Your Exact SLAs

Leave it to our experts to meet or exceed your SLA commitments using your native tools/systems.

High FCR Rate

Delight your clients with rapid
response and swift issue resolution.

Ensure Business Continuity

Consistently deliver top-tier support to ensure client satisfaction and business continuity

Speak to our Support Specialist

Our Helpdesk FTE Support Levels

How Will L1 Engineer Help You?

Scope of Work:
(Good command of English language, interacts directly with customers, acknowledges their issues and create tickets for them)
  • First line support
  • Desktop & Application installation support
  • Fixing basic RMM alerts
  • Backup, MAV checks
  • Onboarding / Offoarding users as per SOPs
  • Active Directory, O365 User Administration

How Will L2 Engineer Help You?

Scope of Work:
(Seasoned and experienced technicians that analyse problems and offer solutions to issues that cannot be addressed by L1)
  • Advanced Desktop Support
  • Managing Escalations
  • Server administration
  • Firewall Management - Rule creation, SSL-VPN, Site2Site setup, Web filtering setup, etc.
  • Server security events related investigation.

How Will L3 Engineer Help You?

Scope of Work:
(The last line of support that majorly comprises of development that manages escalations and solves complex technical problems)
  • Managing escalations
  • Advanced server level troubleshooting
  • Mail Migration
  • Complete Firewall Setup & Configuration
  • Hyper-V & VMware Administration

Our Helpdesk FTE Support Levels

How Will L1 Engineer Help You?

Scope of Work:
(Good command of English language, interacts directly with customers, acknowledges their issues and create tickets for them)
  • First line support
  • Desktop & Application installation support
  • Fixing basic RMM alerts
  • Backup, MAV checks
  • Onboarding / Offoarding users as per SOPs
  • Active Directory, O365 User Administration

How Will L2 Engineer Help You?

Scope of Work:
(Seasoned and experienced technicians that analyse problems and offer solutions to issues that cannot be addressed by L1)
  • Advanced Desktop Support
  • Managing Escalations
  • Server administration
  • Firewall Management - Rule creation, SSL-VPN, Site2Site setup, Web filtering setup, etc.
  • Server security events related investigation.

How Will L3 Engineer Help You?

Scope of Work:
(The last line of support that majorly comprises of development that manages escalations and solves complex technical problems)
  • Managing escalations
  • Advanced server level troubleshooting
  • Mail Migration
  • Complete Firewall Setup & Configuration
  • Hyper-V & VMware Administration

Why Infrassist?

We’re not just another provider, but an extension of your MSP journey. We are because you are –
and that’s a fact. Our robust operational acumen, technical prowess,
and unwavering focus on our PROCESSES, PEOPLE, & TECHNOLOGY converge with a singular
purpose: to propel MSPs to success.

Because We Are Exclusively Committed to MSPs

Your SUCCESS is the heartbeat of our approach. Let’s unlock new dimensions of operational
excellence by harmonizing your objectives with our expertise. With Infrassist, your MSP
ascension is not just a goal, but an assured outcome.

Let’s Discuss Support Possibilities

Trusted By 100+ MSPs Worldwide

365 B&W
Puryear IT -USA 2 B&W
cymax-new B&W
Ebits system B&W
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supportwizard B&W
oasis 2 B&W
vertech B&W
virtaceweblogo B&W

Hear it Directly from Our Global MSP Partners

Dustin Puryear

CEO, Puryear IT

5/5

Quick Response & Remediation

I don’t have to worry about my customers’ networks anymore. Infrassist is always present. Their response time and remediation are quick, and their consistency is top-notch. We cherish that they go the extra mile.

Fabris Beaux,

CEO, InterHyve

5/5

We’re looking at DOUBLING the help next year

If I was to describe our partnership with Infrassist, I would use the word TRUSTWORTHY. Infrassist was able to create a lot of VALUE to InterHyve in many ways with the impactor team which is able to go into projects we weren’t able to do otherwise. We’re looking at DOUBLING the help next year.

Jose Cruz

CEO, JDC Systems

5/5

Seamless Integration and Reliable Support

Infrassist has been our trusted partner for years now, offering seamless integration and reliable support. The overall sync with them was smooth and easy – their engineers work closely with our onsite team, diligently fulfilling our SLAs.

We Work in Your  Preferred Tools Stack

Our Success Stories

Download  Our Catalog

Tap into our  extensive service catalog and operational prowess to MASTER high customer support demands and increase profitability. 

Download

Do You Need Helpdesk Support For Your MSP?

Do You Need Helpdesk Support For Your MSP?

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