In today’s digitally connected world, every business—regardless of size or industry—relies on IT systems to operate efficiently. From email and phone systems to cloud storage and encrypted communication, every technology touchpoint is critical to employee productivity and customer satisfaction. When something goes wrong or when a simple question arises, organizations need immediate answers and dependable support. This is where a dedicated IT Service Desk becomes a strategic advantage—and where Morefield stands apart from other IT providers in Central Pennsylvania.
Why a Dedicated Service Desk Matters
Many Managed Service Providers (MSPs) tout their technical excellence, experienced staff, and robust IT solutions. However, many of these providers operate with lean resources. They either outsource their Service Desk functions or require their engineers to split time between installations, ongoing projects, and user support. The result? Delays in response, inconsistent service quality, and frustrated employees.
At Morefield, we’ve adopted a different approach. Our Service Desk is staffed entirely by Morefield employees—no outsourcing, no call centers, no rotating freelancers. This means that every time you call, email, or submit a ticket, you’re speaking directly with someone who understands your environment, your systems, and your business goals. More importantly, we have invested in a dedicated team whose sole responsibility is to triage incidents, respond to general questions, and resolve issues quickly and efficiently.
The Power of Focus: Dispatch and Incident Triage by Morefield
Having a dedicated team matters most when things go wrong. Whether it’s a system outage, a password issue, or confusion over a recent update, businesses don’t want to wait. They want a reliable partner who can jump into action, assess the issue, and provide a timely solution.
With Morefield, your Service Desk requests go directly to experienced support professionals—not an engineer on a job site or a tech team juggling multiple roles. Our dispatch and incident triage processes are streamlined and handled entirely in-house. This level of operational control allows Morefield to ensure consistency in how your tickets are prioritized, assigned, and resolved.
The Questions We’re Asked the Most: Insights from 2025 Service Desk Data
From January to May of 2025, Morefield gathered the incoming general questions to our Service Desk, sharing top topics that matter most to our clients. These questions reflect the daily challenges that employees face—and the critical need for responsive support.
The 15 most frequently asked topics in the first half of 2025:
- Emails – Access issues, setting up forwarding rules, creating aliases, and troubleshooting email configuration.
- How it works – Subjects related to comparisons; these questions typically request repeating past processes or setups.
- Telephones – Everything from voicemail setup to call routing and phone extension configuration.
- Outlook – Technical issues related to Microsoft Outlook, including sync problems and calendar features.
- Outside Lines – Questions about physical and virtual lines: phone, fax, and network connectivity.
- New – Requests related to onboarding employees, provisioning new devices, or activating new services.
- Line of Business – Client-specific inquiries that emphasize Morefield’s ability to understand and support unique environments.
- MS Office – Questions about Microsoft Office, Office 365
- Cloud – Inquiries about cloud storage, cloud infrastructure, backups, and software-as-a-service platforms.
- Encryption – Concerns about secure communication, encrypted file sharing, and delivery of sensitive information.
- Daily Tech Consumption – General usage questions that often indicate a need for additional training or support documentation.
- System Status – Questions focused on existing configurations or the current IT environment.
- Encrypted Email – Specific, security-conscious queries about sending and receiving encrypted email.
- Server – Server updates, configurations, and performance troubleshooting.
- Access – Permission-based questions, often about access to folders, tools, or shared resources.
What This Tells Us
This data isn’t just a snapshot of what employees are asking—it’s a reflection of what matters most within a functioning workplace. Here are four trends that are supported by the dataset from the list of frequently asked questions:
- Email and phone issues appear regularly across all months, highlighting how foundational these systems are to daily operations.
- Access and network-related tickets show occasional spikes, often aligning with system updates or policy changes.
- Hardware and software questions maintain a steady presence, indicating ongoing employee support needs that require real-time answers.
- Security and cloud inquiries, while less frequent, demonstrate growing awareness and concern around secure, modern IT solutions.
In short, the questions may vary, but the need for fast, knowledgeable, and human support does not.
What Makes Morefield’s Service Desk Different?
Every MSP claims to have smart, helpful staff—and many do. The difference lies not in whether your provider has good people, but in whether those people are available when you need them. A brilliant engineer is no use to your business if they’re too busy on a field installation to answer a call or respond to a support ticket.
At Morefield, our Service Desk is built around availability and responsiveness. Our team is trained not just in IT, but in client communication, urgency handling, and follow-through. They aren’t stretched across multiple roles—they are focused entirely on providing timely service and knowledgeable support. And because they are Morefield employees, they are invested in our culture and committed to delivering an excellent experience every time your organization has a technical question.
Do You Know Your MSP’s Numbers?
We believe transparency is power. That’s why we actively analyze and share insights from our ticketing system to continually improve our service and help our clients see the value of what they’re receiving. If your current MSP isn’t showing you metrics or can’t explain where their support team spends their time, it may be time to ask harder questions.
- How quickly do they respond to incidents?
- What percentage of tickets are resolved on the first call?
- Are general questions being addressed or ignored in favor of project work?
- Are their experts split between support and installations, leaving you in the lurch?
At Morefield, we can answer those questions because we’ve built a model around dedicated service, measurable performance, and ongoing improvement.
Why It Matters to Your Business
When your employees can’t send an email, connect to a meeting, or access a shared folder, productivity comes to a halt. These are the moments when the quality of your IT support is put to the test—not by how complex their certifications are, but by how quickly and confidently they can help.
The Morefield Service Desk is more than a help line—it’s an extension of your team. It’s a strategic asset that gives your employees peace of mind, reduces downtime, and ensures your technology supports your business instead of slowing it down.
Ready for Better Support?
If your organization values responsiveness, personalized support, and consistent service, it’s time to consider a better option. Contact Morefield today to learn how our dedicated, staffed Service Desk can make a difference for your employees—and your bottom line.