MSP Help Desk 24x7x365

Outsourcing Help Desk for Better Service and Budget Outcomes

With increasing pressure to reduce budgets while maintaining a high service level, many IT organizations are looking for smart outsourcing solutions for their MSP Help Desk and other commodity-type processes. When aligned with the right partner, outsourcing the Help Desk function will improve customer service while reducing costs.

Many organizations have turned to CherryRoad’s Intellicenter, our fully staffed Network Operation Center (NOC), for 24x7x365 Level 1 (or higher) services. Our experienced Intellicenter team members handle calls and monitor our many Managed Services clients. In addition, they utilize our Enterprise tool ServiceNow® to record and track incidents, providing clients full transparency via their own online portal.

Features of our MSP Help Desk include but are not limited to:

  • 24x7x365 available to cover all shifts
  • Powered by ServiceNow, including Incident and Problem Management as well as the ability to expand to other ITIL disciplines, such as Request Management
  • Scalable to Level 2, 3, and 4 support and can be integrated with your existing support team and ticketing system
  • Service Level driven with weekly/monthly reports to provide transparency and trending
  • Self-service portal offered for entry and review of incidents

Benefits of our MSP Help Desk include but are not limited to:

  • Greater delivery flexibility that increases customer service
  • No concerns with internal turnover
  • Quality and reliability of services based on industry-leading tools and processes that meet ITIL standards
  • Ease of use and greater transparency to customers based on self-service portal and automatic reporting

Some Client Love

“We partnered with CherryRoad to implement Oracle Cloud for the City. Moving forward, Oracle Cloud will be the system of record at Roseville for all financial, payroll, and human resource transactions. It will serve as the centralized source of data, empowering staff to minimize manual processes and have access to a broader set of data needed to make timely informed decisions.”
~ Nafees Coleman, ERP Project Manager, City of Roseville
“This is the second time in which the University has partnered with CherryRoad to achieve our business and technology objectives. During both experiences, CherryRoad exceeded our expectations. They have clearly demonstrated that they are a caring organization that listens. They have provided us with consultants who understand that system implementation is a technical and human process and are talented at blending both beautifully.”
~ Susan Foster, Vice President of Information Technologies , University of Delaware
“CherryRoad Technologies understands that flexibility and adaptability are essential for success in the communications industry. With CherryRoad as our partner, we implemented a software solution that lets us measure the profitability of individual projects and customer accounts, allocate personnel and resources more effectively and support the overall growth of our business.”
~ Jim Dileo, Senior VP of Worldwide Information Technology, Publicis Groupe
“As a tech-forward City, we are proud to utilize a digital tool which enhances our resident’s ability to be wholly involved. Whether it be to indicate budgetary priorities, share ideas, or to hear what fellow citizens want to share with their government, Digital Town Hall provides us a secure, easy-to-use, and digital forum to transact City business.”
~ Mayor Joseph M. DeStefano, City of Middletown, NY
“While it was not our plan to have our central office staff work remotely at the drop of a hat, we thankfully had CherryRoad’s Shark UTM® Remote Workplace at our disposal. In a matter of hours we created accounts for all of our central office staff and gave them connections to their desktops. It’s working out amazingly well and has provided invaluable flexibility in coping with the ever-changing work conditions we’re all facing.”
~ Barry Sclar, Supervisor of Information Services, Wachusett Regional School District

Feel The CherryRoad Difference

Learn how partnering with us can help you fulfill your technology vision.