MSPs Get Support from Live Virtual Help Desk

Live Virtual Help Desk was formed in 2008 and was born out of an opportunity the president and CEO, Neil Jones of GensCorp IT saw to be a stand alone company which would support MSPs around the world.

The goal at Live Virtual Help Desk is to provide help desk and network operations center (NOC) support to clients of managed service providers (MSPs) around the world.

Jones, president of Live Virtual Help Desk, said the company originally started out as an MSP 9 years ago. As time went on, the company was getting so many requests from fellow MSPs they weren’t able to take any more customers.

Jones says he didn‘t realize the need for help desk services. According to Jones, Live Virtual Help Desk focuses solely on working the help desk. They are able to become an extension of a company so they can get on with their own business and not have to worry whether or not the end-user is getting the care they need.

Through Live Virtual Help Desk, when customers call in, they’re speaking with someone who has server-level literacy and doesn’t think the desktop is a step below them. Jones says the goal of his company is have a live person on the phone that’s familiar with what callers are requesting while being technically. They have a 90 percent first call resolution rate.

The company offers a fixed cost pricing model per month so MSPs can outsource help desk services for their end-user customers.

Although based in Canada, Jones said the majority of Live Virtual Help Desk’s business comes from the U.S., while 25 percent comes from overseas. In Canada, only about 10-15 percent of the company’s business actually originates, but he hopes to change that in the near future.