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Helpdesk Support
One of the standout features of Inputiv is our unique company structure.
Our founders bring over 15 years of hands-on experience in managing infrastructure for industry giants like Microsoft and AWS. They were integral members of the support teams, directly handling customer calls and resolving issues for many years. This invaluable background informs the foundation of our service, providing you with access to some of the finest engineers in the field.
While our engineers come to us with training and experience from leading tech support companies, we further refine their skills through our specialized processes. What sets us apart is the continued engagement of our founders with our engineers, ensuring that our team stays at the forefront of industry knowledge and expertise.
Sales Assistance & Peer Team Assistance with Inputiv
At Inputiv, our team not only provides technical expertise but also assists MSPs in sales calls when necessary. Our experienced managers actively participate in these calls, understanding the art of selling while also being well-equipped to handle any technical issues that may arise. This unique feature is a critical aspect of our service, empowering our clients to grow their businesses in the right direction.
Tracking of hours
We diligently track the time spent on resolving issues, whether they require the expertise of L1, L2, or L3 engineers. This meticulous time tracking system allows our customers to gain insight into the expected resolution times for common issues, based on our historical data.
Engineers Management
In the dynamic and demanding IT industry, engineers often seek new opportunities for personal and professional growth, and we are no exception. However, rest assured that our priority is to ensure uninterrupted support for our valued clients.
What we do and Focus on
Inputiv is redefining the support model for MSPs across the globe. After engaging with a few MSPs in the US, Australia and Canada, we did know that MSPs exist for a single purpose - that downtime should be minimum and then troubleshooting shouldn’t take a lot of time. We appreciate the work carried out by MSPs to support the client with onsite and remote support. But a lot depends on the quality of the engineers they have.
- Past experience & their awareness with technology advancements
- Communication skills
- Scenario based interviews and real assessment of common issues like printers, scanners, M365, updates and many others.
- Process Oriented - the IT engineer should be open to the new processes
- Tools - Checking the knowledge on ticketing tools like Autotask, RMM tools like Ninja one, IT Documentation tools like IT Glue.
Benefits & Results
Many Managed Service Providers (MSPs) that work with companies ranging in size from 11 to 500 employees, providing comprehensive outsourced IT support, require the expertise of highly skilled IT engineers and cannot afford to settle for amateurs. At Inputiv, we offer IT engineers with extensive knowledge in the support industry, particularly in the Microsoft tech stack and Google tech stack. Additionally, we have significant experience with cloud technologies.
Here are the top 10 benefits of partnering with Inputiv:
- Communication: We resolve 95% of issues through the client’s ticketing tool via email or chat. However, if a problem requires a phone call from one of our engineers, we do not hesitate to make that call. Our communication skills extend beyond technical jargon, allowing us to effectively interact with non-technical individuals and handle customers calmly.
- Downtime: We understand that certain activities, such as tech stack installations, migrations, server decommissioning, and performance tuning, cannot be performed during production hours. We schedule these tasks during designated change windows, which may occur outside of production hours or on weekends.
- Engineer Identity: Our engineers seamlessly integrate into your team's processes, allowing MSPs to completely white-label our services for their clients. When our team members interact with your clients, they represent your brand, not Inputiv.
- Knowledge: While our engineers are highly knowledgeable, we recognize that each issue is unique and may require specific discovery. For common issues, there's no problem, but for those requiring in-depth investigation, we promptly inform our customers that we are actively working on a resolution, ensuring a successful outcome.
- Salary: When you engage our engineers, you're paying for the consulting and support they provide, not their salaries. This flexible approach allows you to utilize our services for everyday tasks at your convenience and pay only for the hours worked.
- Repetitive Tasks: We adapt to your business model. If you have fixed-cost ticketing arrangements with clients and separate project engagements, we can convert certain tasks, such as performance tuning or tech stack installations, into projects.
- Holidays / Covering In-House Techs: We prioritize collaboration, working seamlessly with your in-house techs. Whether your in-house techs require assistance or you need us for client consulting, we ensure uninterrupted support. Additionally, during vacations or limited availability periods, we provide coverage to ensure continuous operations.
- Estimates: For projects requiring estimates, we assist in creating accurate estimates and provide the necessary requirements for a smooth transition. All we need is the tightly defined scope of work.
- Service Management: If you require us to monitor ticket flow and assign tasks to your techs or other vendors, we can efficiently handle this process.
- Security: Maintaining a robust security baseline is our commitment. We consistently strive to increase Microsoft Secure Scores and provide comprehensive guidelines to enhance your environment's security.
Partner with Inputiv today for Tech Consulting & Support!
