Helpdesk

At Eynetech, we believe great Helpdesk services, in turn, drive great customer experience. As a white label partner to MSPs, we offer customized high-quality helpdesk services by providing certified Level 1 and Level 2 service desk agents 24.7.365.

  • Fully customizable
  • Lower service delivery costs
  • Purely white label
  • 24.7.365 support
  • Faster Problem Resolution
  • Qualified Techs

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Overview

The IT service desk is the heart of every MSP’s business. Assuring high-quality customer and technical support and First Contact Resolution ( FCR) is the real key to success. MSPs often struggle to meet the expectations from customers, due to the lack of technical expertise or shortage of team members to handle the volume tickets.

At Eynetech, we help our customers by providing a 24.7.365 Service desk service solution which will help to address technical and FCR barriers by providing our MSP trained service desk agents. With our team at the front-line response, you can enjoy higher levels of customer satisfaction and focus more on your growth.

Solution

Our certified techs act as an extension of your team and offer top-level service desk support services by attending the tickets using your RMM, PSA\Ticketing, and Phone systems. This eliminates the helpdesk outsourcing barriers and provides the highest First Contact Resolution (FCR) rates. We offer both Voice ( Phone) and Non-voice support models to cater to the customized needs of customers, and also to reduce service delivery costs associated.

The voice support package includes phone support capabilities with a “Neutral English accent”, delivered from India-based operation centers.

In non-voice Support, we use Email, chat, PSA\ Ticketing portals to provide seamless helpdesk services to MSPs. We work as an extension to your onsite team who are capable of taking inbound calls but need high-quality technical support options.

Helpdesk Package for Voice & Non-Voice

Our Helpdesk Packages

Care


  • Level 1 Service Desk Tickets
  • VPN & Wifi tasks
  • Basic O365 Support
  • User & Access Management tasks (Password reset, User permissions, Folder Access, etc)

Core


Everything from care and

  • Advanced Service Desk support (Level 2)
  • Exchange Server Mailbox Management
  • Office 365 Management
  • MDM support

Complete


Everything from core and

  • Advanced Service Desk support (Level 3)
  • Active Directory Server Administration
  • Research & Root cause Analysis
  • OneDrive and SharePoint Support

Custom


Pick what all you like from Care, Core & Complete and we will offer you that as an offering based on your business requirement.

Download our Helpdesk Brochure for a detailed description of each support packages and option.

Helpdesk support Brochure and package E-book
Know More

How We Onboard You

Appointing Point of
Contact

We assign a Business Success Manager who is with you every step of the way as a single point for better communication & clarity

Requirement
Analysis

We analyze the requirement raised by the customer to understand if it’s a Voice or Non-voice & ensure that we have everything we need to support you & your clients

Documentation &
Knowledge Transfer

We request access to your system & logins for a better understanding of your tool and processes & take necessary inputs from you to deliver a high-quality service

Go Live

Once we are ready to go live, our management team constantly review the performance of our technician to ensure we meet your expectations

Impact

As an extended team for our MSP business, we focus on delivering high impact through engagement and how we do that by being fixated on the below points.

  • Higher First call resolution (FCR) rates
  • Transparent platform-agnostic support
  • Skills-based routing for quick turnaround
  • Reduced service delivery costs

Our Helpdesk Success Stories

Read Client Stories