IT Support Helpdesk for Small & Medium-Sized Businesses

by | Jan 4, 2024 | customized it support, INSI Articles

INSI offers HELP-IT, an IT Support Helpdesk for remote Teir 1 and Teir 2 end-user issues. Interestingly,80% of tickets called into the support team are helpdesk calls, which means they are simple, repetitive issues that interns or entry-level technicians handle. Usually, these tickets take less than 10 minutes to resolve. 

Enterprise companies have long enjoyed outsourcing their entry-level tickets to other companies to stretch their IT budgets. However, there are few options for small internal IT departments to offset their entry-level helpdesk costs. Now, there is a helpdesk service through Innovative Network Systems, Inc. (INSI).  

Why Do Small Internal IT Departments Need IT Support Helpdesk?

Most small- and medium-sized businesses (SMBs) have a small budget for IT departments because it is not their core business. Therefore, they often hire an IT director or network administrator to cover all their IT support needs. 

However, as the company grows, its IT dependency and network sophistication do as well. As a result, the IT department needs more tools, resources, processes, and engineers to meet the new IT demands. 

Unfortunately, building all of this from scratch is exceptionally time-consuming and expensive, and requires a lot of IT management oversight to do it right. If not done correctly, the end-users will receive lousy service. Alternatively, outsourced IT support helpdesk companies invest heavily in shared resources and provide a much more affordable end-user IT solution at a fraction of the cost offering it internally.

INSI’s IT Support Helpdesk Services

INSI’s signature Customized IT™ support was designed for small internal IT departments.  Most Managed Service Providers (MSPs) overlap with the internal IT departments; INSI’s Customized IT™ program allows clients to choose the services and levels of IT support they want for their business. 

The IT Support Helpdesk program, Help-IT, is for small IT departments with an IT director who only needs remote helpdesk support for tiers one and two.  Subsequently, this service frees the IT director’s time to focus on higher-level issues and strategic IT initiatives. (See Help-IT case study here.)

Other INSI IT Services for Small IT Departments

In addition to the Help-IT services, INSI has other IT programs specifically designed for small IT departments.  They include:

  • Escalate-IT – INSIs Senior engineers troubleshoot and resolve escalated tickets from the client’s internal IT team.
  • Server-IT – Server management program that provides onsite and remote server support at a fixed monthly rate. 
  • Maintain-IT – Get a second set of eyes with our onsite Quarterly or Semi-Annual preventive maintenance program. 
  • Network-IT – Complete network support with remote management monitoring. 
  • Manage-IT – A full-service IT support program. We monitor, proactively identify, and resolve issues on your network devices. Your monthly fee covers all costs to maintain your environment. INSI specialists physically inspect your network quarterly and address issues with Covered Devices. INSI will also make recommendations for additions and changes. Further, we plan for your future IT needs and track expirations of software licenses and hardware warranties. Last, we inventory your network to enable you to manage the assets and to help you with budgeting and planning. 
  • Swap-IT – INSI deploys units for end-user computer repairs, replacements, or new hires. 
  • Pass-IT –  INSIs technical answering service logs your calls and schedules them for your internal IT team. And, if requested, take your overflow calls or fill in while one of your team members is on vacation or out sick. 
  • CIO-IT – An experienced senior engineer, with an IT and executive business management background will provide advice, plans, and guidance. 
  • Service-IT: Service-IT is a desktop management program. Under this program, we will manage and maintain your desktop infrastructure for a fixed monthly commitment. Further, we will install monitoring agents’ desktops to alert our team of any issues and device threats. Most importantly, we will schedule quarterly visits to visually check your equipment and notify you when we identify a potential problem. Then, you decide how you want us to proceed. The fixed monthly cost includes the work required to maintain your computer network.

If you want to know more about INSI service plans for small and medium-sized businesses, please click on the link below to speak with one of our experienced IT support consultants. 

About INSI: The Best MSP in Atlanta!

Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.  

For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.

About the Author

Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.

To make an appointment for more information about INSI and our Marietta and Atlanta metro IT Support services, click here.