Can an Outsourced Help Desk work?

We're a little MSP of under 10 specialists with in excess of 20 customers and hoping to grow. We've been utilizing a non-level framework where we make the best endeavor to determine an approach the spot, and our customers have become acclimated to that. As of late we've been going ahead with the way toward moving our customers towards a redistributed Outsourced Help Desk. It's still in the beginning periods, so I've just observed one ticket sent to and settled by them. Clearly this customer should utilize them, however they call us straightforwardly at any rate, which could conceivably be a decent sign. 

IT Help Desk Services

I've perused enough here to get a sign that this specific Help Desk (which I won't name) probably won't be an awesome one and this plants a few doubts on my part about the move. At the point when I went ahead it was introduced to me that our selling point is that we have a cozy relationship with our customers that separates us from bigger MSPs who just consider them to be numbers. This move appears to relinquish our principle draw, our selling point. 

Then again, I do see it being an or more side in the event that one group handles the break/fix stuff while we handle the on location and entangled administration assignments, as I for one might want to plunge towards working with Windows Server, AD, and scripting as quick as could reasonably be expected. It additionally appears to be a need in the event that we need to develop our business and not be overwhelmed with endless calls. 

I as of late joined the group and was as of late entrusted to help with the progress. I generally needed to comprehend what I can do, past giving the mentioned documentation, to attempt to make things work. I completely understand that the new person voicing his qualms won't be exceptionally useful particularly in case I'm not mindful of the amount of an up front investment we as of now have put resources into the move. So I figure the most ideal approach to see whether this will work out or not is to really focus on it and get a couple of customers onboarded with the redistributed Help Desk so we can get some input and watch their work. 

The other thing I would need to know are warnings to watch out for and raise at tech gatherings that would exhibit that we either need to consider forsaking transport or raise to the re-appropriated Help Desk that should be remediated. There is likewise the topic of what might be the most discretionary approach to get those customers to call the Help Desk augmentation rather than us straightforwardly? We can't kill our own immediate augmentation since the vast majority of our customers aren't as of now onboarded, yet it wouldn't bode well monetarily for us to pay for that redistributed Help Desk yet wind up doing the primary call goals ourselves.