Enterprise systems management software developer Quest Software recently announced that its managed services platform, PacketTrap MSP, is now available with Live Virtual Help Desk.

Live Virtual Help Desk is a ‘Live’ help desk/network operations center support service for managed service providers (MSPs). With the new service, MSPs can delegate the general support calls as well as maintain the company brand.

A services enablement tool, PacketTrap MSP allows MSPs to remotely monitor and manage their clients' IT assets. Company officials said that the solution provides granular details of problems associated with the desktops, servers and networking devices that need immediate action by MSPs.

Additionally, PacketTrap simplifies the monitoring process required to navigate traffic bottlenecks and bandwidth constraints. Plus, the solution offers network mapping, troubleshooting and resolution, SNMP Trap Manager and performance baselining, company officials said.

Company officials said that the business focus can now be shifted toward meeting Service Level Agreements and delivering higher value services. In addition, it enables MSPs to add more end clients without the related costs in technical staffing.

Recently, Quest Software (News - Alert) completed its acquisition of privately held Surgient, a provider of private cloud automation software. Surgient, located in Austin, Texas, plans to expand Quest virtualization management capabilities by enabling organizations to automate the deployment and management of secure private cloud infrastructures to gain business agility and reduce costs.