Dedicated Techs for NOC and helpdesk - Level 1 & 3

  • MSP based in Wisconsin, USA

Challenges

The client was facing technical limitations and quality issues with the remote Level 1 and Level 2 staff from their current offshore vendor. They were paying premium rates for the resources but the level of Technical skillset was not up to the mark of expectation and often resulted in customer feedbacks. Also facing limitations to execute IT projects for their managed service customers and losing potential new business opportunities due to the lack of highly skilled techs.

Technologies & Tools

  • RMM: Connectwise Automate
  • Backup: Datto
  • Documentation: ITBoost ConnectWise Solutions
  • Password Management: KeePass Password Safe
  • Ticketing: ConnectWise Manage
  • Anti-Virus: Webroot Smarter CyberSecurity, SentinelOne

Our Solution

Eynetech provided Level 1 and Level 3 resources after reviewing the last 3 months' tickets and general technical scopes. By doing this we helped to solve the technical barriers they were facing. Furthermore, customers able to save close to 40 percent of the monthly cost they were spending with the previous provider.

Deploying Level 3 resources, led them to execute IT infrastructure projects seamlessly without any added costs and thus increase the business profits.

Business Impact

  • Turnaround time for solving tickets drastically reduced
  • Increased profitability by reducing the costs by 40% compared to their earlier vendor
  • Inhouse technical capabilities to execute complex IT projects and thus create more revenue channels

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