Managed service support or help desks can work in various ways, but typically an MSP will utilize email, text, web portal, or telephone to allow clients to submit tickets for support requests. The MSP will then offer remote support to the client’s users using a tool, or if they provide support locally, they will escalate the issue and send a technician on-site to your location. Some MSPs outsource their solution’s User Support/Help Desk function, which may seem desirable to the MSP, but may not be ideal for the customer. An MSP with an in-house support desk will have improved quality control, greater efficiencies, and better integration with other processes and technologies and will likely provide higher-level service to their clients.