For MSPs with a service queue to keep moving
Give engineers fewer status chases and clients a clearer next update. An assistant can coordinate ticket records, procurement follow-up and service administration. Knows The Drill recruits and prepares your assistant for your MSP's agreed workflow before handoff.
Find your assistantA client asks for an update while the engineer is working on another ticket. A replacement device is still with the supplier. A renewal needs a response from the account owner. These requests need consistent attention even when the next technical step belongs elsewhere.
An assistant can keep the context, confirmed status and next action together. Your service lead retains control over technical assignments, incident handling and service commitments.
The work to hand off
Gather the client, contact, affected service and details your intake process requires. Check for missing information and route the record using your service team's rules.
What you get back: A ticket with usable context and a clear routing status
Collect the latest confirmed update from the assigned engineer and prepare the agreed client message. Keep promised follow-up visible and flag a ticket that needs the service lead's attention.
What you get back: A current communication trail tied to the ticket owner
Track approved orders, supplier acknowledgments, shipment references and outstanding questions. Connect the purchasing record to the client or service request it supports.
What you get back: A procurement queue showing confirmed status and exceptions
Organize asset details, renewal dates and billing inputs from the records your team supplies. Bring conflicting information to its owner before a change is made.
What you get back: An administration queue with source records and review needs
Illustrative workflow
Use this example to define what an assistant can communicate and when a service lead takes over.
Assistant preparesRecord the client's question against the correct ticket and contact.
Your service team decidesWhether the request changes priority or incident handling.
Assistant preparesAsk the assigned engineer for the latest status and next update.
Your service team decidesThe technical action and any commitment to the client.
Assistant preparesSend the confirmed update through your approved service process.
Your service team decidesAny response involving risk, downtime or a service exception.
Assistant preparesRecord the message and follow-up point; flag a missed update.
Your service team decidesWho handles an unresolved delay or escalation.
Illustrative example — not a client record
Use this example to define the minimum context behind a useful status message.
Ready to hand over when: The ticket has a technical owner, a sourced status and a next communication action, without an invented diagnosis or resolution time.
Download the blank template (CSV)No email required. The file includes field names and guidance, with blank spaces for your own inputs. Use it to describe the work during matching; keep private client information out of an initial inquiry.
Shape the role around the workload
Managed support provides a dedicated, full-time assistant. Direct-hire responsibilities, hours and employment terms are agreed during matching.
Define the role in your service process before granting access. An assistant's status update should reflect a named technical owner and confirmed information.
Recruit. Prepare. Hand over.
First, we discuss your niche and the work you want your assistant to own. Then we recruit and prepare them in depth for the industry and responsibilities agreed with you before handoff. The matching conversation defines the skills, tools and preparation time your role needs.
We assess English fluency, practical problem-solving and independent judgment, so your assistant can work through the next step and recognize when to bring you in.
A dedicated, full-time assistant through our service, with ongoing support from our team. One monthly fee.
Explore managed supportWe recruit and train an assistant for you to hire directly into your team. You manage the day-to-day. One placement fee.
Explore direct hiringThe examples on these pages are a starting point. Bring the broader range of work you want covered to the matching call. We agree responsibilities, preparation time, working hours, fees and terms before you start.
Show us where tickets, supplier questions and service records stall. We will help define an assistant role around the coordination your engineers and account owners need.
Explore other ways to organize the work around your team.
