Every IT provider has some form of help desk support. It’s a staple of the industry. Where things differentiate, depending on the quality of IT support, is the type of help desk being offered. 

Lower cost IT providers — those that are often the first choice of small and mid-sized businesses — usually farm out their help desk support to a third party. While this can work, and it is technically a help desk, third party help desks are often not local and, in many cases, completely offshore.

Because of this, it’s common for companies to waste time and resources simply navigating through the process of working with a help desk — time and resources that can be put to much better use elsewhere.

So what’s the other option? We believe that companies, no matter their size, benefit greatly from having a dedicated, primary technician with a team of support behind them. Here are 10 reasons why this is an essential part of managed IT services: