First Line Support

Save money by outsourcing your first line software support to MSM. Our dedicated support team provide IT help desk support for business software needs reducing your recruitment, management and training costs

The package

MSM will provide a single point of contact for your IT software support issues. We'll provide first line email, phone and online cover for users to log issues, request help, and provide an escalation point for queries.  We also offer supplier management and we'll document workarounds and recommend process improvements to improve your efficiency and productivity.

Hours of service

Our hours of service for first line support are typically 8:30 to 17:30 Monday to Friday; however we can  offer longer hours to match your second line support SLA if required.

Fixed price

Because we don't know how many issues will arise, we work on a fixed price basis to be jointly reviewed at the end of the first quarter.  As a special offer we won't charge a retainer for first line support if you take up a second line support contract with us, and will take the risk on the amount of enquiries we get. 

Our first line support provides better continuity and service than an in-house solution by making a larger team available to provide support to your users and at lower cost than if you were to deliver the support internally.

If you have an enquiry then email us or request a call to arrange for one of our team to get in touch.