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MSP Help Desk: Outsourced Services

Scale your MSP team with our infrastructure!

GMS Live Expert serves as a seamless MSP outsourced help desk and NOC extension to your IT service business. We expand your support scope by providing phone, 24/7 chat and e-mail support for your customers.

Your customers get solutions and training on how to make use of their applications, why a server is down or e-mail isn’t working – taking care of the tier 1 work while you focus on bigger issues.

MSP Help Desk: Outsourced Services

Your one stop MSP Help Desk and Outsourced Help Desk

Our US and Canadian based, help desk outsourcing team provides 24/7 remote assistance and repair . We are there to help your customers make better use of their technology as well as remotely troubleshoot any PC, Mac, Mobile or L1 Server issues. GMS’ aim in every interaction is to help reduce customer downtime and increase productivity.

The GMS Live Expert, outsourced MSP help desk proposition can be summarized as follows:

Outsourced Help Desk

GMS Live Expert supports your branding by providing a transparent extension to your service. We set up a dedicated, local number for your business, create a branded chat engine and handle your inbound client communications completely under your company brand.

Your customers receive – 24/7 help desk supporting to troubleshoot and fix all 3rd party and OS issues at the workstation level through our toll free number, chat platform and email response manager.

GMS technicians (mentor’s as we call them) leverage your RMM tools to remotely control the users desktop to expedite the support process. If one of your user’s has initiated a chat with GMS but is having trouble communicating, our mentors are mandated to pick up the phone and call the user to ensure a positive experience. Now that’s service!

GMS Live Expert contributes to your client retention. Our service cost effectively complements your operation.

We can do this through packaged offerings or blending specific components of our services (inbound telephony, outbound telephony, email and instant chat support.)

GMS closely monitors all SLA requirements of each and every end customer to ensure your customers receive the level of attention they need, how and when they need it.

You own the customer relationship but can rest at ease knowing that your customers support needs and queries are in the hands of our experts, whom on average hold 20+ certifications each with our most senior staff holding over 65.

Transform your existing client relationship that of a proactive technology advisor by analyzing the monthly health check reports, and satisfaction survey results generated for you by our team. Leveraging the ticket level reporting the GMS teams, our goal is to work together to help you find new opportunities to better serve your customers!

Thanks to our Help Desk Connector, GMS can instantly share ticket note and time entry data with your team through the Autotask or Connectwise PSA. Here’s a closer look at the reporting process:

Outsourced Help Desk Reporting

Marketing and Sales Support

We can provide you with complete marketing and sales support to grow your presence in each of your accounts or to find new ones. Everything from email marketing, social media marketing, cold calling services, scripting, probing questions, revenue modellers, proposal building assistance, and more collateral than you can shake a stick at.