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When problems occur, you need help fast. That’s where the help desk comes in. Whether it’s an end-user who needs to reset a password or an application owner concerned about system performance, MSPs should provide a help desk and technical support to troubleshoot and remedy their issues. Help desk technicians are your immediate and first line of defense. They will troubleshoot the issue, whether it’s a problem with end-user laptops or critical components of the IT infrastructure, and assign the correct specialist as required. Look for an MSP that offers an SLA that provides the responsiveness you need and, most important, a help desk capable of resolving most issues on the first call.