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Service Desk & NOC

Be Different. Deliver Excellence.


 
“Collabrance lets us focus on what we do best. They have the expertise on staff and it's one less thing my team has to worry about."

– Chap Breard, MOEbiz



Private Label MSP Help Desk

Provide your managed IT customers with our U.S. based, live answer, private label, channel only Service Desk and NOC.

We built a team structure and ticket escalation process that allows us to get to know your customers and provide a more personalized experience. Our technical support engineers have been selected for their ability to listen, understand issues, and arrive at IT solutions that put customers on track quickly.

One of the many differentiators our end user customers enjoy is a live voice Help Desk ready to answer their calls and questions; no hold queue or automated attendant! As an extension of your team, we can customize a private label program that includes answering your customer calls as your company.

We are U.S. only. This includes Service Providers we partner with, End-User Subscribers we support, and technology vendors we resell.

Our Midwest based Service Desk and Network Operations Center (NOC), located in Cedar Rapids, Iowa, is staffed with credentialed support engineers. Collabrance has dedicated Subject Matter Experts or SMEs for every part of our standardized technology stack. Expand your Managed IT Services team with highly qualified IT professionals on the Collabrance Service Desk who are committed to delivering service excellence.

 

We aim to prevent and respond to any IT issue in a way that will WOW you and your customers.

Service Desk Hours

Collabrance has engineers who come in as early as 5:30am CST to work high alert issues so customer environments are ready to go without having to experience any major technical issues when they arrive at work. Our Service Desk is fully staffed during standard business hours to ensure there is coverage and technicians are ready to answer customer calls. Collabrance provides 7:00am-7:00pm CST live answer help desk, and on-call support after hours assistance for an additional fee.

Technical Expertise

Technical credentials are important, but customer service is necessary. We make sure our team members have both to take care of your customers.


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The HDI Support Center Certification recognizes a support center's commitment to excellence, efficiency, and service quality by 80%+ of Service Desk Team Members becoming HDI Certified.

Certifications

  • AAS, BS, BA Degrees
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • HDI Support Center Analyst
  • HDI Knowledge Centered Service Foundations
  • Datto Certified Advanced Technician
  • Fortinet NSE4 Security Professional

Skills

  • Backup
  • Disaster Recovery
  • LAN Management
  • Network Administration
  • Server Administration
  • Security
  • Microsoft Exchange
  • Unified Threat Management (UTM)

What technical knowledge and personnel does your team need?

Collabrance Partners will need an engineer who can help the SME with pre-sales solutioning and complete the project work associated with managed services. This requires good working knowledge of computers, servers, and network infrastructure (e.g. switches, routers, firewalls). Their active role in the sales and support process will require the ability to build rapport with customers and their team. This person should have 6+ years’ experience implementing and administering servers and networks.

Service Providers will also need a technician who can assist with tool implementation, onboarding, and perform the feet-on-the-street support associated with managed services. This requires 2 years’ experience and working knowledge of computers, servers, and network infrastructure (e.g. switches, routers, firewalls). Their active role in the sales and support process will require the ability to build rapport with customers and their team. CompTIA A+ and Network+ certifications are recommended.

Collabrance has resources to help partner who need help recruiting and hiring personnel needed for their managed services team.

Satisfaction & Reviews

If you choose to outsource your NOC and Help Desk, select a partner who can provide your customers with the best experience and treat them as you would.

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Click here to see what our end user customers have to say about their experience working with the Collabrance Service Desk.