If there is a bread and butter aspect to a successful MSP, it has to be the service desk. Here is where the rubber meets the road, client IT problems addressed, and is the focal point for how clients interact with your company.
A mediocre or substandard service desk is a death knell. In contrast, a superb service desk creates customer loyalty, SLA compliance and great word of mouth. At the same time, such a desk is efficient, creating more revenue and profit opportunity.
Building an optimum service desk takes thought, planning and careful execution. Here are six areas to focus on, starting with staffing: