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Helpdesk

When problems occur, you need help fast. That’s where the  help desk comes in. Whether it’s an end user who needs to reset  a password or an application owner concerned about system performance, MSPs should provide help desk and technical support to troubleshoot and remedy their issues. Help desk technicians  are your immediate and first line of defense. They will troubleshoot the issue, whether it’s a problem with end-user laptops or critical components of the IT infrastructure, and assign the correct specialist as required. Look for an MSP that offers an SLA that provides the responsiveness you need and, most important, a help desk capable of resolving most issues on the first call.

Mike:   Hi, I'm Mike Matchett with Small World Big Data, and I'm talking with Jeremy Kurth, who's the CTO of Logically and we're talking right now about Help Desk. Welcome, Jeremy. 
 
Jeremy:   Hi, Mike, how are ya? 
 
Mike:    So when we're talking about Helpdesk, I mean, this is something I think everyone thinks they know everything about. Basically, you make a phone call, somebody picks up the other phone. Hopefully, it's a person, could be a chat bot, in some cases today, and it helps you solve your problem. Whether it's with a laptop or with your IT server or something in the Cloud or in the case of my mom, she just didn't put the CD in the right slot on the computer. 
 
Jeremy:   Right.
 
Mike:   What is, from your perspective, really what a Helpdesk should be, what should we thinking about Helpdesk beyond, as a more mature answer?
 
Jeremy:    You know, I'm gonna answer that question but I just don't want to dovetail. Helpdesk is often overlooked in terms of the complexities of it, number one. Number two, it's the number one thing that our clients need. If you asked and polled an end user of a computer technology they're number one thing, it's response time and resolution. They just want the green button go so not to double back but the importance of Helpdesk and having it be efficient and effective is so, so powerful. 
 
Mike:   Okay. 
 
Jeremy:    So some of the differentiators. One of the challenges with Helpdesk is to accomplish what I just said, its end user, they want resolution now and they want resolution the first time. In order to provide that, oftentimes you need an engineer or a set of technicians that have familiarity with the environment. So now you've got these two competing things. You've got the end user who wants resolution right now and they want a familiar face but then you're also trying to service it with a lot of people in order to do that quickly and you may not get the same person every time. So those can be some challenges.
 
Mike:    And I know just talking with sort of the general technical population getting younger and younger in these companies, they're expectations are growing, they're impatient, they just want technology to work, they're not gonna fuss around with a lot of stuff themselves and it gets harder and harder to meet those expectations with multiple levels of complexity on the support side. 
 
Jeremy:    Oh, absolutely and keeping track of the changes within the environment and what was the root cause and trying to respond and make sure that we get the right person on the phone the first time is a challenge for sure. 
 
Mike:   Okay, so you mentioned a little bit about the challenge of bringing the same people back to answer those calls. I assume that has something to do with, you want your experts to look across at your broad cohort of clients and learn from everybody but you also want them to become familiar to an intimate level with a particular set of clients and that seems to be pretty much an impossible kind of thing to arrange. How do you guys approach that at Logically?
 
Jeremy:    It's a great question, Mike, and I think as our organization grew just in one region we realized that not only was this a challenge for us in terms of ensuring that we have the right engineer for the right job, it was an issue for our clients and when they called in and got a different engineer or a different name every single time they didn't feel that comfort there that engineer knew exactly what to do. So that challenge is absolutely there for us so we designed really a service delivery structure around a pod structure, is what we call it. And within that pod structure we have each of our clients are grouped into a pod and then we have a small team. We have a small team and here's kind of the key, you have a small team whose agile, responsive and familiar but the benefit is it's not just a four or five person MSP shop, right? 
 
They then have access to it and the really important part is they have access to the resources and escalate around them to the vast 100 plus engineers within our firm. So what we're doing there is really trying to deliver to the best of our ability the best of both worlds where the customers get frequent and the same engineers as much as possible. Our engineers, not only do they get more comfortable, but they get more familiar with the systems, they're happier in their jobs, they're able to feel confident in what they're doing but they also can't escalate and work outside of their direct team if there's a problem that needs additional resources pulled in. So we find and feel that blend of that structure is really powerful and working well. 
 
Mike:     I mean, this sounds almost like it's a person to person kind of service you're offering rather than one about automation and technology, right? This is not just dumping some problem into a big AI system. This is about how you handle the social, personal and inter-organizational issues that might come up. 
 
Jeremy:   Oh, Mike, we talk all day about the technology side and we're eggheads. I'm a recovering engineer. We love going in that direction but at the end of the day we are a small to medium business customer service provider and it's all about the relationships and make sure that we're not only doing our jobs but that we're being held accountable for it and listening to our clients and making sure that we're aligning as best as possible to provide that service. Otherwise, they're gonna go somewhere else, quite frankly and so that's where I feel like we've done a really good job of listening to our customer base, adjusting and designing this pod structure over the last four or five years and it's been really working well for us. 
 
Mike:    Awesome. I'm glad to hear how you guys are doing it, Jeremy. Thanks for describing that to me today. 
 
Jeremy:    Absolutely, Mike. 
 
Mike:   All right. And we're gonna be back with a couple of more segments about some of the other great things that Logically's doing in the MSP space so stay tuned.