How We Overcame After-Hours And Weekend Helpdesk Challenges

An MSP based in California faced an unfortunate alignment of concerns that required our assistance after working hours. With a growing client base, the MSP struggled to meet helpdesk support for after-hours and weekends. Their clients’ business operations were fast-paced, and quick and efficient resolutions for IT issues were demanded, especially outside of regular business hours. This was when a challenge emerged, and immediate support became essential.

Helpdesk support is aimed at improving work efficiency and streamlining the workflow with minimal interruption. However, after-hours can be a struggle for MSPs who operate within the same time zone and have inadequate talent to bridge this gap.

For organizations operating around the clock, addressing and resolving IT issues at all times is a priority.  24/7 helpdesk support ensures MSPs can check off their clients’ requirements whenever raised without delay. The MSP, in this context, experienced a shortage of this service and reached out to Worksent.

Roadblocks The MSP Faced

The roadblocks were the gap between demand and delivery. 

• The MSP faced difficulties in managing after-hours support while maintaining high service levels during peak periods. 
• There was a lack of skilled engineers to provide dedicated 24/7 helpdesk support, resulting in increased downtime and slower issue resolution outside of business hours.

Worksent’s Intervention

After discussing the concerns and conditions with Worksent, we addressed the problem in the following manner.

• Once Worksent’s team was integrated into the client’s existing IT operations, we equipped the necessities to provide skilled after-hours support and ensure no disruption in service.
• Our team used a range of specialized tools, including Datto, Screenconnect, ITGlue, and Autotask, to ensure fast, secure, and efficient IT support.
• We also assigned a dedicated group of trained engineers to handle urgent tickets during the after-hours and weekends.
• We created custom workflows for incident management, troubleshooting, and ticket escalation to enhance the speed and accuracy of issue resolution.

Results From The Collaboration

The outcomes of this collaboration were deemed to be a success as it yielded the following results.

• Ensured no downtime by providing consistent support outside of regular office hours. 
• Reduced internal staffing costs by eliminating the need to hire full-time staff for weekend and after-hours shifts. 

Worksent’s Impact On The Business

Customer satisfaction and retention are achieved through attentive service, and we are pleased to state that with us, this MSP never compromised on quality. There was a smooth shift in the workforce yet the goal to offer much-needed helpdesk support made the transition worth it. We achieved:

• Improved efficiency and quicker issue resolution because of the skilled and knowledgeable helpdesk team. 
• Streamlined IT support with customized tools, improving overall service delivery.

Tech Stack Used By The Helpdesk Team

• Datto
• Screenconnect
• ITGlue
• Autotask