Relentless Support

Are You Short On Resources To Meet The Relentless Support Demands From Clients?

Scale Operations

Do you wish to scale operations without compromising on customer satisfaction?

Resolving Tickets

Is The Resource-Intensive Burden Of Resolving Tickets Beyond The Clock Overwhelming You?

Challenges

Are You Experiencing A Profitability Squeeze In The Face Of These Challenges?

Dedicated Helpdesk Support

24/7 HELPDESK COVERAGE

Reclaim Business Scalability While Upholding Service Excellence

Service desk is the frontline for customer interactions, it’s at the core of every MSP’s business operations. Cumulating unresolved support tickets or inefficient technical assistance can impact the service quality 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 so that we can take the major support stress off their plate. Our dedicated managed helpdesk services are designed to help MSPs in addressing these pain points head on. We offer 24/7 helpdesk assistance for MSPs as an extension of your in-house team so that you can reclaim your service excellence and customer satisfaction.

Our certified helpdesk specialists 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 helpdesk outsourcing across support tiers and every time zone, whether behind-the-scenes or on-the-front.

Just the Resources Your Service Desk Needs

Tailored Helpdesk Support for MSPs

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.

Our Helpdesk FTE Support Levels

How Will L1 Engineer Help You?

Level 1 Icon

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 offers 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?

Level 3 Icon

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
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Want to Join Forces With Infrassist?

    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.

    Why Infrassist?

    BecauseWe 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 set you up for Success

    We're Platform Agnostic

    We Work in Your Preferred Tool Stack

    • atera
    • team viewer
    • datto
    • freshdesk
    • kaseya
    • N-ABLE
    • automate
    • command
    • mikrotik
    • PF sense
    • sonicwall
    • sophop
    • fortinet
    • vmware esxi
    • vmware
    • Hyper V
    • nutanix
    • Microsoft intune
    • N-ABLE
    • panda
    • sophop
    • sophos endpoint
    • trend micro
    • WEBROOT
    • barracuda
    • cylance
    • eset
    • carbonite
    • cove
    • Cloud to Cloud Backup
    • veeam
    • acronis
    • altaro
    • arcserve
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    Download Our Service Catalog

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

    Words from Key Decision-Makers

    What our MSP Partners Think of Us

    Testimonials

    Trusted By 150+ MSPs Globally

    We have helped 150+ MSPs in upscaling their business operations. Rest assured, you will be in good company.

    • Client
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    • interhyve
    • Client
    • actendo
    • Client
    • clixon
    • Client
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    • Client

    Explore our Case Studies

    We know our stuff - and we let our results do the talking. Have a look at some of our case studies to see how we've made an impact across a diverse range of Managed IT & Professional Services projects. With our proven expertise, your next success could be right around the corner - whenever you're ready.

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      FAQs

      Frequently Asked Questions

      Got questions? We’ve got answers. Check out our FAQs to find out more about how we can help. And if you still need more info, just give us a shout!

      FAQs

      Yes, the scope can be customised based on your SLAs and SOPs. We can offer tailored support that aligns with your specific support requirements and existing helpdesk setup (if any).

      We are platform agnostic. Our helpdesk specialists will use your ticketing system, PSA, RMM, and documentation tools for smooth integration. We also have a proper shift handover process in place, if it applies.

      Helpdesk outsourcing with Infrassist is as simple as extending your support bandwidth because we make sure to provide a unified experience, seamlessly integrating with the existing helpdesk setup, as if we are your team.

      We offer multi-channel support via email, chat, and calls. We will leverage your existing tool stack and align with your operating procedures for a complete white-label experience.

      Yes, our team can efficiently provide call support and will also leverage your existing ticketing system/PSA for a seamless support experience.

      Yes, we provide 24/7 helpdesk coverage for MSPs – be it any time zone. Business hours or after hours, we have got your covered.