Most MSPs Keep NOCs, Help Desks In-house: Survey Results

help desk

On the one hand, many MSPs are keeping their NOCs and help desks in-house because they want to closely monitor all customer interactions. Each time a customer calls a support line, it’s an opportunity for the MSP to identify a longer-term customer need and potential upsell opportunity. Among those who have advocated this strategy: ConnectWise CEO Arnie Bellini.

But on the other hand, I know plenty of MSPmentor 100 survey participants that have outsourced their NOC and help desk services to such companies as Continuum Managed Services, NetEnrich, Live Virtual Help Desk, and others. And in recent weeks, we’ve heard chatter about CloudNoc and iGlass Networks, among others, in the MSP industry. And some software companies, such as Level Platforms, have introduced NOC and help desk services for MSPs over the past year.

Why would an MSP outsource NOC or help desk services to a partner? The typical answer involves maintenance vs. innovation. The idea is for the MSP to focus on higher-margin services and new innovations, rather than mundane (and potentially lower-margin) phone and tech support.

All that said it’s important to avoid the “one size fits all” syndrome. Each MSP tends to have its own DNA — a unique blend of internal and third-party services that deliver total customer support. While the masses tend to keep NOC and help desk services in house, there are plenty of MSPs that increasingly hand those services off to partners.