Clear the ticket queue before it reaches your engineers.
Dedicated tier-1 helpdesk and service-desk admin assistants for MSPs and IT services firms, working in your PSA and RMM under your runbooks.
Senior engineers shouldn't reset passwords.
MSPs scale by keeping senior engineers on projects and escalations. Yet a large share of tickets are routine: password resets, access requests, new-user setups, printer issues, license assignments. Meanwhile, PSA data quality slips and renewals get missed.
An ExecWing tier-1 assistant triages and categorizes incoming tickets, resolves routine requests that your runbooks allow, gathers details before escalation, runs onboarding and offboarding checklists, tracks license counts and renewals, and keeps agreements and configurations documented in your PSA and documentation platform.
Security-minded MSPs will appreciate our default stance: least privilege, MFA everywhere, your tools only, and documented scope.
Tasks your assistant owns
Service desk
- Ticket triage and categorization
- Password resets and access requests per runbook
- User onboarding/offboarding checklists
- Escalation with complete details
PSA & documentation
- Ticket and time-entry hygiene
- Configuration and documentation upkeep
- Agreement and SLA tracking
- Weekly service reports
Business admin
- License and renewal tracking
- Quote assembly in your quoting tool
- Vendor RMA coordination
- Client QBR deck assembly
Tools
Your assistant works in your accounts, under your access policies.
Roles that fit
- Tier-1 helpdesk technician
- Service coordinator / dispatcher
- Documentation and PSA admin
- Procurement and quoting assistant
Compliance notes
Access follows least privilege with MFA; privileged admin rights should be limited and logged in your tools.
Client contracts may restrict offshore access (for example for regulated clients or CJIS environments); check before assigning.
Assistants follow your runbooks and escalate anything outside them.
How this maps to our plans
One dedicated, full-time assistant. Month-to-month, 30-day cancellation, $3,000 buyout if you want to hire them directly.
| Plan | Price | When it fits |
|---|---|---|
| Core | $1,900/mo | Ticket triage and documentation. |
| Growth | $2,300/mo | Tier-1 resolution and onboarding checklists. |
| Executive | $2,700/mo | Senior coordinator with MSP experience. |
Full plan details on the pricing page. Founding clients: 50% off the first month (first 5 clients).
A realistic first 30 days
How a typical IT Services & MSPs engagement ramps. Your plan is set on the fit call and adjusted to your SOPs.
| When | What happens |
|---|---|
| Week 1 | Access, tools and shadowing Your assistant gets accounts in ConnectWise PSA, Autotask, HaloPSA and shadows the current process for service desk. You share SOPs or record short walkthroughs; they turn them into written checklists. |
| Week 2 | First owned workflows They take ownership of ticket triage and categorization and password resets and access requests per runbook, with your review on every item. ExecWing QA reviews output against the checklist. |
| Weeks 3–4 | Expand scope Add psa & documentation work such as ticket and time-entry hygiene. Review shifts from every item to daily spot checks. |
| Day 30+ | Steady state Business admin joins the routine. You get a weekly scorecard and a monthly review of what to delegate next. |
IT Services & MSPs: common questions
Will they have admin rights to client systems?
Only what you grant. We recommend least-privilege roles and logged access.
Do they work in ConnectWise or Autotask?
Yes.
Can they cover after-hours tickets?
Assistants work an agreed US schedule; some MSPs schedule evening coverage.
What does it cost?
From $1,900/mo.
Get your evenings back.
Book a 20-minute fit call. We'll map the work you want off your plate and tell you honestly whether a dedicated assistant is the right move.