IT Answering Service | 24/7 Live Intake and Ticketing for MSPs
IT Providers & Managed Service Providers
An IT provider's phone rings when a client's business has stopped: the server is down, the email is gone, the ransomware note is on the screen, the practice cannot see its patient records. Those calls arrive at any hour, they are made by someone under real pressure, and the client's judgment of your whole service is formed in the first minute of that call — long before an engineer touches anything.
Global Empire Corporation answers IT and managed service provider lines live, around the clock, in your company name — capturing the incident properly, opening the ticket in your PSA with the right client, contract and priority, escalating a genuine P1 to your on-call engineer against your rules, and booking everything else for the morning. Your engineers fix things; our agents make sure the call reaches them in a form they can act on.
- Every after-hours call captured as a ticket in your PSA, so the SLA clock is honoured rather than discovered
- P1 incidents escalated to your on-call engineer against your rules; everything else queued for the morning
- Client, contract and covered-hours verified on the call, so out-of-scope work is flagged rather than promised
- Security incidents handled on a word-for-word script your team wrote
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
In Managed Services, the Missed Call Is a Breached SLA
Managed service agreements sell response. A client paying a monthly fee for support has been promised that when something breaks, somebody responds within a defined time, and the after-hours call that reaches voicemail is not a lost sale; it is a contract commitment quietly failing. The client discovers it at the worst possible moment, and the renewal conversation six months later is shaped by that night rather than by the eleven quiet months around it.
The second cost is the engineer. Forwarding the line to whoever is on call means every routine password reset and every 'is the outage on your end' question interrupts the person you pay the most, and the genuine P1 buried among them is not obviously different until they answer it. A desk that captures, classifies and opens the ticket first means the engineer is woken for the incident that warrants it, with the detail already in the ticket, and everything else is waiting in the queue at eight.
For MSPs, IT support firms and internal IT teams
What Our Agents Actually Do on an IT Call
Identify the Client and the Contract
Which client, which site, which user, and whether the caller is an authorised contact under the agreement. Whether the client's contract covers after-hours support at all, and at what tier. A ticket opened against the wrong client or an out-of-scope promise made at midnight is an invoice argument in the morning.
Capture the Incident Like a Technician Would
What is affected, how many users, since when, what changed, what the caller has already tried, and what the exact error says. Agents follow your intake template so the engineer who picks up the ticket does not have to call the client back to ask the obvious questions.
Classify Priority Against Your Matrix
Business down versus one user inconvenienced, security incident versus slow printer. You write the priority matrix; agents apply it. A P1 wakes your on-call engineer. A P3 is booked for the morning queue with the client told when to expect contact. The agent never decides on their own whether to bother you.
Security Incidents on a Fixed Script
A ransomware note, a suspected breach, a phishing compromise or a lost device gets the script your team wrote, word for word: what the caller should do and not do right now, who is notified, and what is recorded. This is the one call type where an agent improvising is a risk in itself.
Open the Ticket in Your PSA
The call ends with a ticket in ConnectWise, Autotask, HaloPSA, Syncro or your own tool, under the right client, board and priority, with the intake attached and the client told the ticket number. No notes in an inbox, no rekeying at eight.
Handle the Routine Without an Engineer
Password resets where you allow it, 'is there an outage' questions answered from your status page, appointment scheduling for project work, and callbacks for sales enquiries. The desk absorbs what does not need an engineer so the engineer's night is spent on what does.
We Work Inside Your PSA, With Your Priority Matrix
The failure mode of a general answering service for an MSP is that it produces messages about IT problems written by people who do not understand them: 'client says computer broken, please call'. The engineer then has to make the call the desk was supposed to save them, and the client has told the story twice. An IT answering desk earns its place by producing tickets an engineer can work from.
So agents work inside the platform you already run. Most MSPs we speak to are on ConnectWise PSA, Datto Autotask, HaloPSA or Syncro, with ticketing, contracts and covered hours already defined there; agents open the ticket against the right client and board, set the priority from your matrix, attach the intake and trigger your escalation. Where you would rather not grant PSA access, the handoff is a structured email to your ticketing address that creates the ticket the same way, with the fields your intake template defines.
- Tickets opened live in ConnectWise PSA, Datto Autotask, HaloPSA or Syncro under the right client, board and priority
- Escalation by phone then text to your on-call engineer, following your rotation and its backup contacts
- Contract, covered hours and authorised contacts checked before any after-hours work is promised
- Your status page and known-outage list in front of the agent, so an outage call is answered rather than escalated
Related services
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Frequently asked questions
Will your agents fix anything, or only take the call?
They take the call properly, which is a different job from fixing. Agents identify the client and contract, capture the incident against your intake template, classify it against your priority matrix, open the ticket and escalate where the matrix says to. Where you allow it, they handle the routine — password resets, outage questions answered from your status page, scheduling — so an engineer is not woken for them. Technical remediation stays with your engineers, because that is what your clients are paying you for.
How do you decide what is a P1 at two in the morning?
You decide, in writing, before launch. A typical matrix treats a whole site or a core service down, a security incident, or a named critical client's outage as P1 and wakes the on-call engineer; a single user's problem or a non-urgent request is booked for the morning queue with the client told when to expect contact. Agents apply the matrix rather than their judgment, and we review the overnight log with you so the lines can be moved where they turn out to be wrong.
How do you handle a suspected ransomware or breach call?
On a fixed script your security lead writes, delivered word for word. It tells the caller what to do and not do immediately — typically to disconnect the affected device from the network and not to power it off, pay anything or run anything — who is being notified, and what to expect next. Your on-call engineer or incident lead is escalated immediately regardless of the hour. The agent records what the caller reported and never speculates about cause, scope or recovery.
Can you tell a client whether an outage is on our side?
Yes, from the sources you give us. If your status page or a known-outage note says a service is affected, agents can tell callers so, log the call against the incident and avoid opening a duplicate ticket for every user who rings. What they will not do is guess. A call about an unlisted problem is captured and classified normally, and if enough of them arrive at once the matrix escalates it as a potential outage.
We are a small MSP with one engineer on call. Is this overkill?
It is usually the opposite. A one-engineer rotation is exactly where a raw forwarded line does the most damage: every routine call interrupts the only person who can fix the real one, and the engineer's sleep is the business's capacity the next day. A desk that captures and classifies first means that engineer is woken for the incident that warrants it and nothing else. The program is scoped to your volume, and a small MSP's program is a small program.
Do you understand our clients' contracts and covered hours?
We work from what is in your PSA and your intake documentation. Each client's agreement, covered hours, authorised contacts and after-hours policy are part of the setup, so an agent can tell a caller that their contract covers a morning response rather than an overnight callout, and flag an out-of-scope request instead of promising it. Keeping that information current in your system is the one thing the program depends on you for.
What does an IT answering service cost?
It follows the coverage, not a published rate. The variables are call volume, which hours you want covered — after-hours only, weekends, daytime overflow or full round-the-clock — how much of the work is ticket intake versus routine handling, whether agents work inside your PSA, and how many clients and contracts the desk has to know. We scope those against a real month of your ticket and call data and quote per program.
TESTIMONIALS
Our trusted clients
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
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