What is Help Desk & NOC Outsourcing Services

Outsourced NOC and Help Desk Services –

We create a team structure and ticket delivery process that allows us to meet your customers and provide them with a more personalized experience. Our technical support engineers have been selected for their ability to listen, understand problems, and find IT solutions that allow customers to move on quickly.

One of the many differences that our end customers appreciate is a Live Voice Outsourced Help Desk, ready to answer your calls and questions; no queue or auto-attendant! As an extension of your team, we can customize a private label program that includes receiving calls from your customers as your business.

We are only in the United States. This includes the service providers we work with, compatible end-user subscribers, and the technology providers we resell.

Our Midwest Network Operations and Services Center (NOC) in Cedar Rapids, Iowa, has accredited support engineers. Collabrance has dedicated subject matter experts or SMEs to each part of our standardized technology stack. Develop your IT services team with highly qualified IT professionals at Collabrance MSP Service Desk, committed to providing excellent service.

Service Desk Hours

Help Desk Services Collabrance has engineers arriving from 5.30 p.m. Mr. CST to resolve high alert issues, so that customer environments are ready to operate without having to face major technical problems when they arrive at work. Our call center has a full team during standard business hours to provide coverage and technicians ready to answer customer calls. Collabrance offers a real-time response support service from 7:00 a.m. 7:00 p.m. CST and after-hours assistance for an additional charge.

Technical Expertise

Technical references are essential, but customer service is necessary. We make sure that our team members take care of their customers.

Certifications

• AAS, BS, BA Degrees
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• HDI Support Center Analyst
• HDI Knowledge-Centered Service Foundations
• Datto Certified Advanced Technician
• Fortinet NSE4 Security Professional

Skills

• Backup
• Disaster Recovery
• LAN Management
• Network Administration
• Server Administration
• Security
• Microsoft Exchange
• Unified Threat Management (UTM)

The HDI Support Center certification recognizes the support center's commitment to the excellence, efficiency, and quality of services of more than 80% of the members of the service center team who obtain HDI certification.

What technical knowledge and personnel does your team need?

Service providers working with Collabrance will need an engineer who can help SMEs solve pre-sale problems and carry out the project work associated with managed services. This requires good practical knowledge of computers, servers, and network infrastructure (for example, switches, routers, firewalls). Your active role in the sales and support process will require the ability to build relationships with customers and their teams. This person must have more than six years of experience in the implementation and administration of servers and networks.

Service providers will also need a technician who can help with the implementation of tools, integration, and direct support associated with managed services. This requires two years of experience and practical knowledge of computers, servers and network infrastructure (for example, switches, routers, firewalls). Your active role in the sales and support process will require the ability to build relationships with customers and their teams. CompTIA A + and Network + certifications are recommended.