Co-Managed IT & Live Service Desk

Co-managed IT services allows businesses to blend their internal IT team with the support, knowledge, and expertise of an IT service provider like MicroAge.

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What can co-managed IT services providers deliver?

Some of the services MicroAge provides that can help an organization’s internal IT team include:

  • Live, locally-based service desk
  • Access to state-of-the-art monitoring, management and ticketing platforms and processes
  • End-user support services
  • Support overflow services
  • Contractual IT resources
  • Consulting services including knowledge transfer and process implementation

Live Service Desk
from MicroAge

MicroAge Regina has a team of technicians dedicated to handling service requests from full and co-managed clients. Support tickets are submitted through a service portal where clients can:

  • Communicate with the technician assigned to the service request
  • Track changes and updates as they happen
  • Rate their experience once a support ticket is closed

Customer Satisfaction Score

Good or bad, feedback from clients allows us to celebrate a job well done or identify opportunities to learn and improve. We are pleased to have our customer satisfaction score accessible to all, a testament to the hard work done by our team.

When to Consider
Co-Managed IT Services

Small IT team and time constraints

When an IT department is small any changes in demand for their services can cause disruption and lead to an overworked staff. Changes such as new projects, staff on vacation or leave or spikes in user help requirements can negatively impact the IT team. Finding and hiring staff is an option but can be time-consuming and costly. In addition, with the shortage of IT resources currently being experienced, it is difficult to recruit and retain the right resources. Businesses can benefit from co-managed IT services in this instance by allowing an organization to supplement their IT team.

New Projects

Taking on new IT projects are crucial and necessary to the growth of a business however, they can impact already stressed resources. Co-managed IT services can help by working alongside an organizations internal resources to either deliver the project or maintain operations while the internal team delivers the project.

Knowledge Gap

The one constant that we know about technology is that it changes quickly. It can be challenging to keep up. Co-managed IT services can provide the experience and knowledge to supplement the knowledge gap to help the internal IT team of an organization reach their goal in less time.

Lack of Monitoring and Management Platform

Having platform that helps effectively and efficiently manage an IT environment is important. Together with documented processes, the IT environment can be optimized, and the end-users within the environment can benefit from increased productivity. MSPs have invested in management platforms and processes that organizations can leverage in a co-managed IT model.