When we were running our MSP, we had a target of fixing 90% of all our helpdesk support calls within 15 minutes, but our 1st line engineers were failing because of their lack of knowledge of Microsoft Office 365.
This was causing problems with our 3rd line engineers because they kept being interrupted to fix problems. Our clients were unhappy because their issues weren’t being resolved quickly either remotely or onsite. When 3rd line engineers were at their premises, customers witnessed the disruption of telephone calls for assistance from the helpdesk team, instead of receiving efficient solutions.
Another key problem was the time it took to train 1st line engineers into Microsoft 365. PowerShell is notoriously difficult, the Microsoft Partner Portal can be notoriously slow and Microsoft are forever changing things around in it.
We all know 3rd line engineers like to be involved in meaty projects, not answering day-to-day mundane issues. They generally don’t like being confined to the helpdesk. However, as most of our problems revolved around the helpdesk, we needed to fix it and quickly.
MicroMonty was borne
In a nutshell, MicroMonty is a graphical user interface (GUI) for PowerShell. It does all the really complicated things that only a highly experienced 3rd line engineer can achieve, but at the click of a button. When we originally built MicroMonty, it only did the really complicated things, but demand from our MSPs was that more common, but time-consuming everyday helpdesk issues were incorporated. So, we now have in excess of 200 functions within MicroMonty that cover over 99% of all the day-to-day helpdesk problems you encounter in Microsoft 365.
Turn your Team into M365 Heroes
In our MSP, using MicroMonty, we could take an apprentice, someone with very little IT experience, and have them fixing helpdesk support calls within just a few days. We didn’t even bother training them how to use the Microsoft Partner Portal. Just for clarity, the engineers sign in once with their Microsoft Office 365 credentials and they can gain full access to all tenants, if that is what you desire. Everything is logged so you can find and ‘re-educate’ your engineers if something goes wrong. Total transparency.
Happy staff, happy customers
One of the biggest benefits that came really quickly with MicroMonty was the way it elevated our 1st line team’s confidence and self-esteem. They felt great when they could fix 3rd line issues and customers were singing their praises. The atmosphere in our offices just changed overnight. The discontent between 1st and 3rd line disappeared. The higher skilled engineers could dedicate themselves to what they enjoyed without interruptions and the 1st line just ploughed through those helpdesk jobs.
Happy Management Team
Another massive plus point was that jobs that used to take 20-30 minutes were now taking just 2-3 minutes. This meant that our unlimited remote support package (which most of our customers were on) didn’t take up all of our engineers’ time.
We didn’t need as many staff working on the helpdesk and we got them more profitably engaged in project and development work to move our MSP forwards. Things that before we had never found time for. It was literally like someone had given us a boost of at least an extra five 3rd line engineers.
What’s more, MicroMonty doesn’t come with a huge price tag: available for all of your staff and customers from the Starter package.
Oh and by the way, MicroMonty won’t answer back, request a higher salary, throw the dummy out if feeling a bit unloved … you get the picture! They’ll just sit quietly in the background 24/7/365 ready to do the complex and everyday jobs whenever you need them. How much would you pay for an engineer like that??
Fix complex problems in seconds
Watch the video to see how your 1st line support staff, with limited M365 training, will fix problems faster than your best 3rd line engineer can even sign into the Microsoft Partner Center!
No longer will you need to train staff how to use the Microsoft Partner Center, they’ll just have rapid solutions at the click of a button with MicroMonty.
The productivity tools had to be simple enough for all levels of engineers to use – even apprentices.
The MicroMonty tool, which is part of MSP Easy Tools, turns your lowest level engineer into a third line whizz. At the touch of a button, they can complete numerous tasks in customers’ Microsoft 365 environments that would normally take hours and/or have to be left until a more experienced engineer could sort.
Now done in seconds! Even admin staff were capable of solving problems!