Quest Software Increases Efficiency and Profitablity for Managed Service Providers with Live Virtual Help Desk


ALISO VIEJO, Calif.-- Quest Software, Inc. today announced its managed services platform, PacketTrap MSP, is now available with Live Virtual Help Desk, a “Live” Help Desk/Network Operations Center support service for Managed Service Providers. This allows MSPs an immediate opportunity to offer second-level level front-end phone support answering customer calls while addressing tickets and NOC alarms for desktops, laptops, handheld and network devices, and server-related problems at the same time.

“This new service offering between Live Virtual Help Desk and Quest Software gives the MSP a great advantage to delegate the general support calls while maintaining the company brand. The business focus can now be shifted toward meeting Service Level Agreements and delivering higher value services. It also gives MSPs the opportunity to add more end clients without the related costs in technical staffing,” said Neil Jones, president, Live Virtual Help Desk.

PacketTrap MSP is a powerful services enablement tool that empowers MSPs with the ability to remotely monitor and manage their clients’ IT assets. The PacketTrap solution provides granular details of problems associated with the desktops, servers and networking devices that need immediate action by MSPs. PacketTrap MSP simplifies the monitoring process required to effectively navigate traffic bottlenecks and bandwidth constraints. The solution also offers network mapping, advanced troubleshooting and resolution, SNMP Trap Manager and performance baselining.

“Our ongoing commitment to give our growing family of solution providers the best support services available has been bolstered by our use of Live Virtual Help Desk,” said Mike Byrne, director of partner management, Quest Software. “The ability to provide an improved Mean-Time-to-Resolution response is a key element to meeting or exceeding their overall satisfaction as a Quest customer.”

For more information about PacketTrap MSP, visit

About Quest Software, Inc.

Now more than ever, organizations need to work smart and improve efficiency. Quest Software creates and supports smart systems management products—helping our customers solve everyday IT challenges faster and easier. Our innovative solutions for application monitoring, database management, Windows management and virtualization management help customers achieve better results, faster. Visit for more information.

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