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Co-Managed Help Desk Support

Seamless Support That Adapts to Your Team

Choose how you want to handle every aspect of IT support. Our co-managed help desk integrates with your team through advanced toolsets and automated routing, ensuring every ticket reaches the right experts quickly. From routine password resets to complex technical issues, from system monitoring to disaster recovery, you decide which responsibilities stay in-house and which shift to us.

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Service Desk Engineers providing IT Support to clients who scheduled meetings

Customizable Support Services

Our collaborative approach lets you select which support responsibilities align with your team’s strengths. This matrix shows common ways to divide IT support functions, but you can adjust any of these divisions based on your needs:

Service Areas

Service Area
Responsibility of MSP
Responsibility of Internal IT
Shared Responsibilities 
Service Area

Help Desk Support

Responsibility of MSP Provide 24/7 Level 1 & 2 support for routine IT issues and troubleshooting
Responsibility of Internal IT Handle advanced, localized, or highly specific user issues
Shared Responsibilities  Ensure smooth escalation workflows and user satisfaction
Service Area

Backup and Disaster Recovery

Responsibility of MSP Manage automated backups and ensure disaster recovery systems are operational
Responsibility of Internal IT Test recovery plans for business continuity
Shared Responsibilities  Conduct regular disaster recovery simulations
Service Area

Monitoring and Reporting

Responsibility of MSP Provide 24/7 system monitoring and reporting on KPIs and SLAs
Responsibility of Internal IT Review MSP reports and address performance concerns
Shared Responsibilities  Use reporting to refine processes and improve outcomes
Service Area

Cloud Services

Responsibility of MSP Manage and optimize cloud environments (e.g., AWS, Azure, Microsoft 365)
Responsibility of Internal IT Define business workflows and required integrations with cloud platforms
Shared Responsibilities  Ensure cloud solutions meet operational needs
Service Area

Vendor Management

Responsibility of MSP Maintain relationships with third-party vendors, including software providers
Responsibility of Internal IT Work with vendors for unique departmental software or hardware needs
Shared Responsibilities  Coordinate vendor communication for seamless service
Consultant demonstrating a copilot query

Benefits of Co-Managed Support

GadellNet’s Co-Managed Support Services provide your organization with help at the level that your IT team needs. We can provide:

  • An organization-specific responsibilities matrix to ensure escalated tickets quickly move to the right team.
  • Disaster recovery services to keep your information secure.
  • Ongoing reporting to refine processes and ensure your organization’s technology is operating at peak efficiency.

Co-Managed Cybersecurity

Protect your organization with security monitoring and management.

Co-Managed Infrastructure

Keep your systems optimized and scalable with infrastructure management.

Co-Managed Strategy, Planning, and Implementation

Build and execute smart IT strategies with experienced consultants.

Case Studies

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Learn more about how our co-managed services can fuel your organization’s growth by handling the IT complexities that keep you up at night.

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Experienced IT professional working with client to provide IT Support
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