MSP Staffing: Build a Vetted Remote Helpdesk Team in Any Time Zone

We don’t have people based in specific countries, but rather categorize people based on time zone availability. We have staff covering all the major time zones in the world, including UK and CET for European and UK based clients, US Eastern, Central, Mountain and Pacific time zones for US based clients, and Asia, particularly South East Asia based staff to cover Australian and New Zealand working hours. Our global presence also allows us to provide staff to cover off-hours while working a day shift locally, providing fresh and dedicated coverage for your helpdesk at any time of the day.

Our staff is only required to be proficient in one language to become part of the Support Adventure team, and that’s English. Our service is aimed at MSPs and IT support companies providing service to English-speaking clients worldwide. If you’re looking for staff speaking local languages, we can reach out to our existing candidates to see if there’s a match, but we generally advise a direct approach to staffing locally in such cases, as specifying other languages as a requirement will reduce your pool of available candidates and therefore your success in finding the right match.

We staff all helpdesk roles that can be done remotely, mostly focused on technicians, service coordinator and system administrator roles. Our database of contractors includes qualified people with helpdesk experience in the MSP and customer service industry, so if you have a different applicable remote position in mind, we might have staff available with transferable experience to fill your needs. 

Our staffing model is called direct remote staffing and the difference between having an outsourced helpdesk compared to our solution is that our personnel will become part of your helpdesk compared to having a fully outsourced solution with their own processes, approach and culture. You will be responsible for onboarding our staff to your tools, while we take care of all the other remote staffing related tasks like HR, timekeeping, accounting, and other administration.

Once you go through our client acquisition process, we can typically help you select candidates to fill help desk positions within a few days, unless you require highly specialized experience or less common time zone availability. Our shortlists include candidates with all levels of help desk experience, covering all time zones.

Our client acquisition process is a slightly longer process that can take 2 – 6 weeks depending on the availability of all decision makers involved on both sides.

We cannot guarantee that your relationship with the selected candidate will work out, as the success of placements is a complex matter. However, we do our best to find compatible candidates for our clients and have established procedures to ensure the best chance of success, creating a win-win situation. All of our placements come with a 0-day notice trial period, during which either the candidate or the client may decide at any time not to proceed with the contract for any reason. After the trial period, our contract management team will work with the client and candidate to resolve any issues that arise, but should the relationship not work out, we will accept one month’s notice to end the contract and provide our clients with replacement candidates to fill the role.

We have an approximate 90% success rate of the candidates we place passing the trial period and progressing to a recurring month-to-month contract, most of which last for years. We attribute the high success rate to our robust screening processes for both contractors and clients that ensure as many successful placements as possible.

Our Training and Testing Program is designed by our senior management, who have real-world experience as MSP help desk managers. The staff that selects and assesses the candidates are experienced senior-level technicians. The program takes several hours of the candidates’ time and includes testing for basic technical aptitude, soft skills, problem-solving ability, and a skill level-appropriate real-world help desk ticket test. The end result is that you are only shown candidates who have demonstrated their a) work ethic, b) communication skills, and c) technical skills.

Yes, all our staff are vetted and come with a police clearance from their local police authority, confirming they have no felonies on their record and that they are not part of any current criminal proceedings in their current place of residence. We also contact two references for each candidate, only allowing candidates with positive references to pass our program and become part of the candidates we present to our clients.

We select our help desk staff for their technical skills and experience, as well as their excellent customer service and communication skills. In addition, we use our experience in the MSP and staffing industries to present only those candidates we believe will be a good cultural fit for our clients. We implement cultural fit checks on both sides of our process, the client and the candidate, and prioritize candidate and client cultural fit throughout the process. Ultimately, we provide our clients with the advice and tools they need to take the driver’s seat in identifying and interviewing the candidates they believe will be a good cultural fit, as well as a trial period to ensure that it is indeed a fit.

No, we specialize in finding long-term placements for our candidates and our clients. We want our contractors to become an integral part of your organization, embody your values and excel in their positions, and we do not believe that this is possible on a short-term basis in this industry. Our staffing model is based on facilitating long-term relationships that create a broad spectrum of value for all parties involved.

Our fees are based on a day rate approach. Our staff is paid once a month based on an agreed day rate for each day worked during the current month. We invoice our clients on a monthly basis based on the number of working days in a given month and any adjustments for previous absences, overtime or other adjustments. Our staff handles all HR, administrative, vacation, and other remote staff hiring related tasks.

You receive a single, detailed monthly invoice for the service (based on the contractor’s daily rate) with no additional hidden costs.

There is a US$800 onboarding fee for new clients, which is refunded if you hire your second contractor with us within 6 months.

Ultimately, the prices you are quoted are what you end up paying and are all inclusive.

If one of our contractors doesn’t meet your standards or the requirements of the role, we’ll do everything we can to resolve the situation, and if not, the contract can be easily terminated. During the first month of the contract, you can terminate the contract without notice and we’ll be happy to provide you with other candidates to consider for the role. After the first month, our contracts include a trial period or a 30-day notice period (in most cases), during which we can also provide new candidates for consideration if the contract isn’t working out.

To ensure the best success, our contract managers have an established methodology for resolving any issues that may arise during a contract, listening to both sides and using our knowledge of the MSP industry best practices to achieve a level of insightful mediation that can be rare in direct employment.