Professional Services Department: Technical Expertise and Collaboration with the Service Desk

The professional services department within an MSP plays a critical role in delivering specialized solutions and consulting services to clients. This department is responsible for addressing complex client needs that may fall outside the scope of standard service desk offerings. In this section, we'll explore how the professional services department operates on a technical level and how it collaborates with the service desk.

Technical Expertise

The professional services department is comprised of highly skilled technicians, engineers, and consultants with deep expertise in various areas of technology and IT management. This team is responsible for providing specialized services such as:

  • IT strategy development and planning

  • System design and architecture

  • Advanced troubleshooting and root cause analysis

  • Integration of disparate systems and applications

  • Implementation of new technologies and solutions

  • Business process optimization and IT service management (ITSM) consulting

The professional services department stays up-to-date with the latest industry trends, emerging technologies, and best practices to ensure they can deliver cutting-edge solutions and advice to clients.

Collaboration with Service Desk

The professional services department works closely with the service desk to ensure seamless delivery of services and support. Collaboration between these two teams typically occurs in several ways:

  1. Escalation of complex issues: When the service desk encounters an issue that requires advanced technical expertise or falls outside their scope, they escalate the problem to the professional services department. This ensures that clients receive timely and effective support from technicians with the appropriate skills and knowledge.

  2. Project support: Professional services may be called upon to provide support for specific projects, such as infrastructure upgrades, migrations, or system deployments. In these cases, the service desk and professional services teams work together to ensure a smooth transition and minimal disruption to the client's operations.

  3. Knowledge sharing: The professional services department often shares their expertise with the service desk through training sessions, documentation, and regular communication. This enables the service desk to expand their technical knowledge and provide better support to clients.

  4. Client engagement: Professional services and service desk teams may collaborate on client engagements, such as onboarding new clients, conducting IT assessments, or developing customized support plans. This collaborative approach ensures that clients receive comprehensive and tailored services that address their unique needs and requirements.

The professional services department within an MSP delivers specialized technical expertise and works closely with the service desk to ensure clients receive the best possible support and solutions. By leveraging the unique strengths of both teams, MSPs can provide a comprehensive range of services that drive value and satisfaction for their clients.

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The MSP KB is an open source resource by Ashley Cooper and Kelvin Tegelaar