Yusuf and Alex talk about common obstacles that face MSPs when trying to outsource their helpdesk. Some MSPs try to tackle the problem themselves by recruiting and building their own 24/7 helpdesk. Consider everything very carefully before you choose to build your own 24/7 IT support operation. Equally, don't think you can just outsource your IT problems. Outsourcing well, with a view to it succeeding takes time and very carefully organised processes.

We have created@whitelabelit to bring together the best of everything we've learned through running not only an MSP, but also a white label helpdesk operation. We plan to bring you exciting interviews with business leaders, including MSP owners, to talk through the challenges they encounter daily and how to overcome them. As an added bonus, we'll be speaking with our own staff, asking them to share their own journeys into IT, and what really moved the needle for them and their own progress. We really hope you'll join us. whitelabelit.com

When it comes to outsourcing your helpdesk, there's nothing more important than considering the safety implications of your data, processes and IT infrastructure. Ben and David from White Label IT sit down to discuss the security processes that go into outsourcing, and explain just how seriously the team take this matter when welcoming on new customers, and what we do to ensure we're continually proactive in continuing to protect sensitive information. https://www.whitelabelit.com/ Follow our other socials below: https://www.instagram.com/whitelabel_it https://www.facebook.com/profile.php?id=61555653504306 https://twitter.com/itwhitelabel https://www.tiktok.com/@whitelabelit #WhiteLabelIT #ITSupportServices #ManagedITServices #OutsourcedIT #TechSupport #ITsolutions #BusinessITSupport #ITConsulting #ITSecurity #CyberSecurity

Today Ben talks about the common myths surrounding outsourcing your helpdesk. How common it is in the industry and the benefits of deciding to do this including a 24/7/365 team that is always on hand to help your clients, allowing you to grow as a business while focusing on what matters to you most. #whitelabelit #msp #mspgrowth #outsourcing #debunkingmyths #debunked

Join Ben and Lee from WhiteLabelIT from our UK office in a discussion covering what a day can look like when working on a busy and rewarding help desk. From the scheduled daily huddles, to ensure shift handovers are seamless, to reacting quickly and accordingly to the vast range of tickets that can be received during a shift. Join the discussion with your questions or comments down below. #whitelabelit #msp #msphelp #ditl #helpdesk #itprojects #outsourcing

The MD of White Label IT states that MSPs want to maintain their personality and often not everything can be outsourced. However, pushback does not come from the technology stack used but rather around how to handle calls for that particular platform. Yusuf recommends having systems in place such as asset management to make things easier for agents and to deliver better service to the clients. White Label IT maintain that having answers to these particular things will make a big difference as an MSP grows.

In the video, the speaker states that White Label IT aims to respond to all tickets and calls within an hour, and they are pleased to announce that they exceed that goal for the majority of tickets. However, some clients are simply satisfied with a four-hour SLA. The speaker emphasises the importance of exceeding SLAs promised to clients by MSPs to maintain a good relationship. The company matches SLAs agreed upon with clients but will decline if the request is unrealistic. The speaker mentions that they are willing to respond within 15 minutes for a P1 or major outage.