Overview of our Outsourced Help Desk Services for MSP

White label help desk outsourcing is a top choice for MSPs looking to increase efficiency and save expenses on help desk operations without having to employ or expand their in-house help desk teams. HEX64, with its seven years of expertise in L1-L3 support services, offers outsourced private label IT helpdesk services to SMEs and businesses of all sizes to eliminate the hassle of maintaining and growing an in-house help desk team. You maintain ownership of client relations, while we manage your end-users IT helpdesk demands and simultaneously maintain your brand reputation.

At HEX64, we specialize in providing outsourced help desk services designed specifically for Managed Service Providers (MSPs). We understand that MSPs face the challenge of delivering exceptional customer support while focusing on core business functions and strategic initiatives. Our goal is to alleviate that burden by offering a comprehensive range of help desk services that meet the diverse needs of your clients.

One of the key advantages of our outsourced help desk services is our commitment to 24/7 support. We recognize that IT issues can arise at any time, which is why our dedicated team is available round-the-clock to address client incidents promptly. Whether it’s a critical network outage or a simple software glitch, our experts are always ready to assist, ensuring that your clients receive the support they need, when they need it.

We believe in providing a seamless support experience for your clients, which is why we offer multi-channel support options. Our team is proficient in handling support requests through various communication channels, including phone calls, emails, live chat, and ticketing systems. This multi-channel approach allows your clients to choose their preferred method of communication, enhancing their overall satisfaction and convenience.

To ensure efficient handling of support requests, we employ a tiered support structure. Our skilled technicians are categorized into different tiers based on their expertise and technical knowledge. This enables us to handle a wide range of issues, from basic troubleshooting to complex network configurations. Simple problems are resolved at the first tier, while more intricate issues are escalated to higher tiers with specialized skills, ensuring that every client receives the appropriate level of support.

Remote troubleshooting is a cornerstone of our outsourced help desk services. By leveraging remote access tools, our technicians can diagnose and resolve many issues without the need for on-site visits. This not only minimizes response times but also reduces costs and improves overall efficiency. Our team is adept at remotely troubleshooting a wide range of IT infrastructure components, including servers, workstations, networks, and software applications.

Effective ticket management is crucial for delivering streamlined and organized support services. We utilize robust ticketing systems to track, prioritize, and manage support requests efficiently. Each ticket is assigned a unique identifier, allowing us to monitor the status, progress, and resolution of each issue. This systematic approach ensures that no client concern goes unnoticed or unresolved, and it enables us to provide detailed reports on support ticket trends, common issues, and overall performance.

When you partner with HEX64, you can expect a service tailored to your specific requirements. We understand that every MSP operates differently and has unique client demands. Our help desk services are customizable to align with your business processes, branding, and service level agreements (SLAs). We work closely with you to understand your specific needs, ensuring that our support services seamlessly integrate into your operations and reflect your commitment to exceptional customer service.

Top Reasons to Choose HEX64 for Your MSPs

  • conversations-4872_af60b258-251e-41af-b238-dfb706d7b3d4

    Years-Long IT Experience

    We have provided top-notch IT helpdesk services and private label outsourced help desk services for MSP since 2015. Our solid expertise in IT set us above the competition.

  • diploma-2983_a6bb0b64-dbc1-431e-ac00-a83597982a0

    Affordable Transparent Pricing

    It is our mission to provide quality IT helpdesk services to SMBs at a lower cost. Flexible pricing options are available depending on your requirements.

  • messaging-app-4876_473fc710-9ecc-4785-9e78-8c9f00ae9498

    ISO 9001-Certified Management System

    The quality at which we manage our IT support service teams enables us to execute projects that match your expected quality, time, and budget.

  • flag-2979_1fd1d414-4b4f-4887-a94a-493ba8e0b0c7

    Guaranteed Client Data Protection

    To ensure that we provide both a resilient infrastructure and strong trademark protection, we adhere to high compliance requirements such as ISO 27001 and HIPAA/HITECH.

  • source-code-1900_d2c3a8cb-9d49-47a9-aa2d-152f24e446d6

    Top-Rated and Accredited

    We are a recognized top-runner in the outsourced IT helpdesk space, and this is proven by our solid track record and A+ ratings from various organizations.

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    Private Label IT Helpdesk Services

    Our 24/7 outsourced help desk for MSP enables us to provide on-demand support for your end-users at any time of the day to uphold your brand reputation.


HEX64 Help Desk Services for MSP Inclusions

  • 24/7 Technical Support

    24/7 technical support ensures continuous availability of help desk services, allowing clients to receive assistance and resolve IT issues at any time of the day or night, providing peace of mind and minimizing downtime for critical systems.Learn more

  • Multi-Channel Communication

    Support through various channels like phone, email, live chat, and ticketing systems, offering users flexibility in reaching out for assistance.Learn more

  • Ticket Management

    Ticket management involves organizing, tracking, and prioritizing support requests using a ticketing system. We ensure that each issue receives proper attention, reduces response times, and enables efficient collaboration among support teams for timely resolution.Learn more

  • Remote Troubleshooting

    Remote troubleshooting allows help desk technicians to diagnose and resolve IT issues without being physically present at the user’s location, saving time and resources while providing efficient and timely support.Learn more

  • Tiered Support

    A structured approach with different levels of technical expertise to handle varying complexities of issues, ensuring efficient problem resolution and escalation when necessary.Learn more

Why Choose Our IT Services?


  • health-6332_fc720e72-c337-4f55-ac5e-081bb75924ec
    Grow your business
    Focus on scaling and expanding your business, while we take care of your IT needs and network requirements.
  • computer-network-1878_d52426db-94da-42b1-a4cd-d9ec6ecccef7
    Streamline processes
    Increase productivity and performance of your organization when you have a dedicated IT support team by your side.
  • telephone-operator-4682_4cd38ad2-7f4a-4298-bae0-babc3fb40b99
    Empower your people
    Allow your employees to do more and focus on their jobs, without being held back by tech issues and concerns.


    Our Suite of Outsourced IT Helpdesk Services

    • L1-Support

      L1 Support

      We manage L1 help desk services and work as an extension of your in-house L1 support team. Our friendly help desk staff provide quality support to your customers via chat, email, and phone communications.

    • L1-L2-Support

      L1-L2 Support

      Our helpdesk accommodates L1 tickets and partially supports L2 while collaborating with your in-house technical support team. We will work closely with your existing teams to work as a true extension of your business and serve your customers the way you would.

    • Network-Operations-Center

      Network Operations Center

      We deploy preventative infrastructure monitoring and L2, and L3 tech assistance round the clock through NOC. With this, we can help protect your network against disruptions and failures and facilitate smooth daily business operations.

    They provide high quality and reliable services; we are satisfied with the services offered. Its pleasure working with HEX64.
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    What Does an Outsourced Help Desk Cost?


    The price is determined by the amount of help, time covered and estimated monthly requests. We can give you a free quote today.