David from Global Paradigm joins Ingram Micro's AWS Partner Spotlight to explain how their "Next Gen MSP" model goes beyond traditional break-fix IT support — pairing strategic, transparent cloud guidance with their AI-powered help desk product, Inteledesk. David shares how this approach is cutting mean-time-to-repair by up to 60% and helping mid-market organizations turn IT into a true business asset.Key Takeaways🔧 Beyond "keeping the lights on" — Instead of just maintaining legacy systems on contract, Global Paradigm proactively advises clients on when it's time to modernize — even if that means recommending change over the status quo.🤖 AI-powered help desk, 60% faster — Inteledesk cuts through repetitive "is it plugged in?" troubleshooting scripts, delivering a 30–60% reduction in mean-time-to-repair by getting straight to the root issue.🔍 "Glass box," not black box — Unlike traditional MSPs that obscure who's working on your account, Global Paradigm gives full visibility into staffing and process — with the explicit goal of eventually equipping clients to run it themselves.🔒 Security matches your most sensitive data — AI tools like Inteledesk are protected with the same security rigor as customer databases or healthcare records, addressing a top concern for regulated industries.Timeline00:00 – Welcome & introduction00:29 – What makes Global Paradigm different from a traditional MSP?02:35 – Ending "drive-by selling" in IT services03:42 – Introducing Inteledesk, their AI help desk product06:07 – Why mid-market companies choose Global Paradigm over larger MSPs07:13 – "Glass box" transparency vs. the traditional black-box MSP08:45 – Securing AI tools for regulated industries09:59 – What a typical engagement looks like (18 months to full results)11:07 – Seeing results in the first 90 days