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24x7support operations
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27001:2013certified
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30K+Nodes
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150+MSP Partnerships Globally
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70+Certified Engineers
Are You Short On Resources To Meet The Relentless Support Demands From Clients?
Do you wish to scale operations without compromising on customer satisfaction?
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?
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?
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?
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
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.
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.
We're Platform Agnostic
We Work in Your Preferred Tool Stack
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
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.
Engaged for: NOC + Helpdesk + Projects
The overall sync with them was smooth and easy
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 native team, diligently fulfilling our SLAs. They’ve taken a lot of routine operational stress off our plate, and it’s been a relief.
Engaged for: NOC Advance
We look forward to building on the already excellent framework we have
Infrassist is our long-time partner – it’s been 7 incredible years. We very much appreciate the relationship we have built with Infrassist and look forward to many more years working with the team and building on the already excellent framework we have.
Engaged for: Dedicated Resource + Projects + Escalations
Our customers are happy, and so are we
Partnering with Nirav and team Infrassist has been a game-changer for us. With their 24-hour service desk, we’ve taken things up a notch. Our customers are happy, and so are we. It has added so much to our peace of mind since we teamed up.
Engaged for: 24/7 Helpdesk
We can scale resources as an when we need
The Infrassist team is super-efficient and professional. Milan and team know their stuff and are just easy to collaborate with. They cater to all our Professional Services needs. With Infrassist, we can scale external resources as an when we need.
Engaged for: NOC + Projects
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 they consistently maintain it. We cherish that they go the extra mile.
Engaged for: POD Team Support + Projects
We’ve taken on some big projects together
Infrassist has been our go-to partner for years now. We’ve taken on some big projects together, and they’ve always been on top of things. It’s good to know that we can rely on them to get the job done.
Engaged for: POD Team Support + Projects
All our special requirements were taken care of
We had some very specific requirements and heavy customization of Linux servers. Infrassist worked as our helping hand during the whole process providing a wall-to-wall support to maintain the efficiency. All our special requirements were taken care of.
Engaged for: Server Monitoring + Maintenance
They help us stay consistent
A reliable bunch I would say. They handle all our unique requirements any time we go to them with and offer reliable support through it all. They help us stay consistent with our service desk support and even our clients are positive about prompt attention to their support requests.
Engaged for: Dedicated Resources (Helpdesk)
We can now take on projects more confidently
It’s been a breeze. They jumped right in and everything just clicked. Whenever there’s an escalation, they will be on their feet. Honestly, it’s been great having them on board. We can now take on projects more confidently.
Engaged for: Helpdesk + Projects + Escalations
They’re like part of our own team now
They’re like part of our team now. We’d been searching for the right partner for long, and these guys just got it. They seemed convincing and we gave it a shot – couldn’t be happier now with the support we’re getting.
Engaged for: NOC + Helpdesk
Quick to respond and always on point
I’ve worked with Infrassist on various occasions and found them easy to work with. Their team has helped us hugely with Fortinet setups. Quick to respond and always on point.
Engaged for: Dedicated Resources
Trusted By 150+ MSPs Globally
We have helped 150+ MSPs in upscaling their business operations. Rest assured, you will be in good company.
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.
Your Ticket To Stellar Support. Enquire Here.
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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!
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.