Virtual assistants for IT & MSPs

Level 1 tickets from your runbooks: password and MFA resets, Outlook and Teams issues, printer and VPN faults, access and new-user requests, plus triage and dispatch of everything else to your engineers. Add onboarding and offboarding admin, documentation upkeep in IT Glue, license and vendor renewals, quarterly review prep and an after-hours NOC line. Technicians are named, employed staff of the group working inside your PSA, with a backup and a team lead who scores tickets monthly.

Yes. We work inside your ConnectWise PSA or Datto Autotask instance under seats you control, following your boards, statuses, priorities and time-entry rules so reports stay clean. Zendesk, Freshdesk, HaloPSA and Syncro are also common on our desks. Onboarding covers your dispatch rules, runbooks, escalation tree and documentation standards, so a ticket touched by our technician looks exactly like one touched by yours.

Technicians are background-checked employees under NDA, on managed devices with MFA, no local storage and monitored sessions. They hold only the roles you assign in each client tenant, RMM and PSA, never standing global admin rights, and access is removed the same day someone leaves the desk. Credentials live in your password manager or IT Glue, not in chat. Security incidents are escalated to your engineer immediately, never handled alone.

Yes. The after-hours NOC line answers outage calls and RMM alerts from close of business to opening, plus weekends and holidays, in your company name. Calls are logged in the PSA and escalated by phone to the on-call engineer according to your severity tree, with a second and third contact if the first does not answer. Every overnight event appears in a report at opening, and low-severity tickets wait for the day shift.

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, published managed offshore assistant rates run about $7 to $15 an hour (Wishup and Cherry Assistant roundups, 2026), while a US help desk technician is a salaried hire plus benefits. Most MSPs start with 1 or 2 level 1 technicians and a dispatcher, then add the after-hours line and onboarding admin as endpoint counts grow.

End users hear your company name, your greeting and a technician who knows their site, their applications and their history from the ticket. We match accent and pace to your client base during the 72-hour match, and every technician passes an English, phone and troubleshooting assessment before joining a desk. The same technicians work your clients every day, so regular callers get to know them.

The technician works it to the limit of your runbook, documents everything tried, sets the correct priority and escalates to level 2 with the full history, screenshots and the user's availability for a follow-up. Nothing is guessed at or left half-done. Escalation reasons are tagged so the weekly review shows which issues could become new runbooks, which is how the level 1 resolution rate climbs over time.

Yes, from your checklist and the client's approved request. New hires get accounts, licenses, groups, mailbox rules and hardware orders on the ticket by the start date; leavers are disabled, sessions revoked, mailboxes converted to shared and licenses reclaimed on the schedule you set. Each step is documented in the ticket and in IT Glue. Approvals always come from the client contact you designate, never from the requester alone.