Our answering service for IT can handle overflow calls, provide 24/7 support, and delight customers - all while keeping your technical team focused on high-value work.
IT call support
As an MSP or IT service provider, you know the challenges: unexpected surges in support tickets, after-hours emergencies, and the constant pressure to maintain high service levels while controlling costs. Your technical team is stretched thin handling both critical infrastructure issues and routine support calls.
An answering service for IT companies like Upfirst helps you break free from this cycle. Our AI-powered solution acts as your first line of defense, handling basic support inquiries, qualifying urgent issues, and ensuring your clients always reach a helpful voice - even at 2 AM or during peak call times.
Tired of support tickets piling up after hours? Give your clients round-the-clock help desk coverage without burning out your team.
Are peak call times overwhelming your team and leaving customers stuck on hold? During times of high call volume, your staff productivity can fall apart and lead to irritated clients. Expanding your help desk doesn't have to mean hiring more people. With our AI answering service, you can build a strong frontline of support, easing the load on your staff and keeping your customers happy.
In the IT industry, swift responses are not just appreciated—they're expected. Slow reaction times can lead to client frustration and potential loss of business. Upfirst ensures that every call is answered promptly, regardless of when it comes in. By minimizing wait times, you improve customer satisfaction and build a reputation for reliability and efficiency.
Outstanding customer service sets you apart. With our customized scripts and automated answering, we help you make every client interaction feel personal and true to your brand. Upfirst ensures your callers feel heard and valued, creating positive experiences that build loyalty.
Tech issues don't stick to a 9-to-5 schedule, so why should your support? With after hours assistance, your clients get immediate help whenever problems pop up. Being available around the clock not only keeps your customers happy but also sets you apart from competitors who are only there during standard business hours. By being there for your clients day and night, you show your commitment to their success and build stronger, more trusting relationships.
Upfirst’s IT answering service increases your availability, delivers better customer service, and grows your business. With the power of AI, it’s more affordable and customizable to fit your needs.
Reduce the load on your staff by letting our AI handle frequently asked questions. From password resets to software updates, clients get quick answers, freeing your techincal support team for more complex tasks
Critical issues need immediate attention. Tell us your protocols, and our system recognizes urgent matters and forwards calls to the appropriate on-call staff member instantly, ensuring timely responses when they matter most.
Let us handle the basics. With your customized scripts and protocols, our AI provides basic Tier 1 support, resolving simple issues and gathering essential information for more complex problems that your skilled technicians can tackle.
In the tech world, issues can arise day or night. Whether it’s 3pm or 3am, you’re always available to help your clients with our IT answering service, providing troubleshooting and a friendly voice at any hour of the day.
Your IT company has its own voice and protocols. With AI, your scripts can be instantly customized at any time in your dashboard. Update how FAQs are addressed and ensure every interaction feels personal and professional.
AI makes access to multi-language support easier than ever. By serving a more diverse customer base, your IT company opens more doors for business and becomes a more reliable help desk resource.
Quick, easy setup
Connect your phone, tell your virtual receptionist how you'd like calls handled, and get back to work in under 15 minutes - no complex setup required.
Getting started is a breeze. Sign up and choose to use your existing IT company phone number or get a new one through us. No extra hardware is needed.
Set up your personalized greeting and select your AI receptionist’s voice. Provide your business specifics, protocols, and any unique requirements. Then, test a few calls to fine-tune the system until it meets your standards.
Once you’re satisfied, click activate. Your AI receptionist is now live, ready to handle calls on your behalf. From this moment, you offer a 24/7 help desk answering service to your clients.
Have a question about our IT and MSP answering service that isn't answered here? Get in touch with our team.
Can Upfirst notify me when an urgent IT issue comes in?
Yes. If a caller reports an emergency or critical IT problem, Upfirst can follow your escalation rules and immediately notify you or your on call technician by SMS, email, or call transfer.
Can I use Upfirst only for after hours IT support or overflow?
Yes. Many IT companies use Upfirst strictly for after hours coverage, overflow support during busy times, or holiday coverage. Just set up call forwarding with your current phone provider, and you can let Upfirst only take the calls you want us to.
Does Upfirst support multiple languages for IT callers?
Yes. Upfirst supports over 30 languages, can switch based on the caller’s language, and can translate call transcripts into the language you prefer reading.
Can Upfirst create IT support tickets automatically in my help desk system?
Yes. Upfirst can create new IT support tickets in your help desk platform by using Zapier. When a caller describes an issue, the AI answering service can capture all relevant details and send them directly into systems like Zendesk, Freshdesk, Jira Service Management, or your preferred IT ticketing tool.
How does Upfirst triage incoming IT support requests?
You can set that up in the AI's knowledge base. Upfirst can ask custom questions to understand the issue, determine severity, collect important details, and route the call based on your workflows. You can define what counts as urgent, what requires scheduling, and what should be logged for later follow up.
How much does an IT answering service cost through Upfirst?
Upfirst keeps pricing simple for IT businesses of every size. There is no setup fee, no contract, and every plan includes a 14 day free trial so you can test the IT answering service risk free. Plans start at $24.95 per month for 30 calls, $59.95 per month for 90 calls, $159.95 per month for 300 calls, and $299 per month for 600 calls.
Can Upfirst schedule appointments or service calls for IT teams?
Yes. Upfirst can book appointments by syncing with Google Calendar or Outlook. It can also send callers a link to your scheduling page or simply collect the details you need so your team can follow up.
How does Upfirst manage spam calls for IT businesses?
Spam calls, quick hang ups, and calls that last less than 15 seconds are not counted toward your plan. Your IT answering service filters these automatically to help keep your usage clean.
Stop losing tickets to voicemail. Start delivering 24/7 support without expanding your team. Try Upfirst free for 14 days.
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