IT Service Desk / Remote Support

The Service Desk Offering provides remote IT Support to your staff nationwide, up to 24*7*365.

The CMS Service Desk accounts for both 1st and 2nd Line IT Support and is UK based (although we support users worldwide). We do not employ call loggers, every member of our Service Desk staff is a highly trained IT professional. We employ/pay above average for this role, which is important to delivering the level of service we do. The result, the person who answers the call should be able to resolve your issue right away.

STATS:

93% of calls answered under 2 mins

28 seconds avg. answer time

89% first contact resolution

3:37 min avg. call handling time

Less than 1% of call require Field escalation

What does this mean? – We have real examples whereby the CMS IT Service Desk has fixed a problem within 5 minutes; previously the call could have taken in excess of 24 hours to close. Staff productivity benefits enormously from improved IT Support.

COMMUNICATION:

We understand that it can be frustrating when you don’t know what’s happening with your calls. As you’ll learn, communication is central to CMS in all we do. We have numerous methods to keep you up to date such as:

  • Support portal to view the status of your issue, or all issues for your company
  • Email updates on each action and status change
  • Email alerts on any escalations
  • Schedule ticket reports

3RD PARTY MANAGEMENT:

A key feature of CMS Support is that we can provide full 3rd Party Management. 3rd Party Management provides a Single Point of Contact escalation to third-party vendors for supported elements.

We liaise with your 3rd Party application providers, documenting existing support contracts, agreed SLA’s and contact details through a thorough take-on process. Any 3rd parties issues can then be handled by CMS. This means that we will absorb all the time it takes to speak with 3rd parties and get the case through to resolution, along with giving you a single point of contact. Ultimately freeing up your time so that it can be spent in more valuable areas. Some examples of 3rd Parties include:

  • Phone Systems
  • WAN
  • Applications
  • IT Infrastructure
  • Interface’s
  • Tills

WHAT NEXT?

  • Call 02080 166 600
  • Email hello@cms-group.net

Send A MessageRequest A Call Back

Latest Case Studies

Cameron House

Julian Charles

GS Technology

Apex Hotels

Lancashire Renewables

British Institute of Innkeeping

"CMS are specialists in their field which makes it easier to work with them. They also understand what we are trying to do and take away the support issues, enabling us to concentrate on the big picture of ensuring the IT is adding real value to the business."

Joanne Stanford – (ex)IT Director, DeVere Group

CMS Group Ltd
2019-01-30T15:42:18+00:00

Joanne Stanford – (ex)IT Director, DeVere Group

"CMS are specialists in their field which makes it easier to work with them. They also understand what we are trying to do and take away the support issues, enabling us to concentrate on the big picture of ensuring the IT is adding real value to the business."
“great onboarding with us, I was extremely impressed by Oliver and Ryan's hands on attitude early days. They helped make the transition from the incumbent very good. They established an early communication plan to help ease staff in to the new routine, supported by strong documentation and this helped a positive buy in from staff around the business. I also like how Oliver personally contacted all GMs to go through their processes and how they work.

They're a very eager bunch and happy to take on whatever tasks, including the boring stuff like updates and precautionary checks giving back valuable time to IT. They’re also happy to work alongside us for process improvement”

Chris Wilson - Head of IT, Apex Hotels

CMS Group Ltd
2019-01-30T16:58:14+00:00

Chris Wilson - Head of IT, Apex Hotels

“great onboarding with us, I was extremely impressed by Oliver and Ryan's hands on attitude early days. They helped make the transition from the incumbent very good. They established an early communication plan to help ease staff in to the new routine, supported by strong documentation and this helped a positive buy in from staff around the business. I also like how Oliver personally contacted all GMs to go through their processes and how they work. Being able visit CMS and see how they worked on site also helped from an internal IT point of view, as we could then tailor how we got staff to contact them. They're a very eager bunch and happy to take on whatever tasks, including the boring stuff like updates and precautionary checks giving back valuable time to IT. They’re also happy to work alongside us for process improvement”
“CMS delivered a proposal covering all these requirements, both from a commercial and timeline perspective. The project was delivered on time within challenging time constraints; whilst there were challenges along the way, CMS dealt with these and went beyond their remit, demonstrating a true ownership of the project.”

Dan Morley – Head of IT Infrastructure and Service Delivery, Village Hotels and KSL Resorts

CMS Group Ltd
2019-01-30T15:51:44+00:00

Dan Morley – Head of IT Infrastructure and Service Delivery, Village Hotels and KSL Resorts

“CMS delivered a proposal covering all these requirements, both from a commercial and timeline perspective. The project was delivered on time within challenging time constraints; whilst there were challenges along the way, CMS dealt with these and went beyond their remit, demonstrating a true ownership of the project.”
"I decided that CMS Group would best suit our company after meeting three potential IT Support companies. This was mainly due to Oliver’s knowledge and his ability to listen to our company IT support needs and confirm that he was able to ensure all requests could be dealt with by CMS and in a professional manner. I have on many occasions called CMS for help and guidance in the short time that we have been customers and been more than happy with their immediate attention and resolution."

Sue Preugschat – Birtwells & Co

CMS Group Ltd
2019-01-30T15:04:40+00:00

Sue Preugschat – Birtwells & Co

"I decided that CMS Group would best suit our company after meeting three potential IT Support companies. This was mainly due to Oliver’s knowledge and his ability to listen to our company IT support needs and confirm that he was able to ensure all requests could be dealt with by CMS and in a professional manner. I have on many occasions called CMS for help and guidance in the short time that we have been customers and been more than happy with their immediate attention and resolution."
“The primary remit for CMS was to release key Emerson & Renwick personnel from daily fire-fighting of IT issues. This has been achieved due to the quality and accessibility of the CMS remote service desk.”

Andrew McLaughlan – FD, Emerson & Renwick

CMS Group Ltd
2019-01-30T15:40:26+00:00

Andrew McLaughlan – FD, Emerson & Renwick

“The primary remit for CMS was to release key Emerson & Renwick personnel from daily fire-fighting of IT issues. This has been achieved due to the quality and accessibility of the CMS remote service desk.”
“We're confident we made the right choice with CMS. CMS is easily approachable, customer focused and the right partner for our business to move forward. It is important to make sure we understand and are happy with the contract we sign and CMS was a real partner from the beginning. Our requests have always been taken seriously and changes have been made amazingly quickly. We also contacted some of CMS' clients and they were happy to recommend you, which gave us even more confidence."

Balazs Simon - IT Manager, London School of English

CMS Group Ltd
2019-01-30T14:51:05+00:00

Balazs Simon - IT Manager, London School of English

“We're confident we made the right choice with CMS. CMS is easily approachable, customer focused and the right partner for our business to move forward. It is important to make sure we understand and are happy with the contract we sign and CMS was a real partner from the beginning. Our requests have always been taken seriously and changes have been made amazingly quickly. We also contacted some of CMS' clients and they were happy to recommend you, which gave us even more confidence."
"CMS have continued to offer the support Birtwell & Co Ltd need in many respects. I can speak directly to the support team and ask for help in my not so technical manner. They will listen and offer a solution or will often visit to work out the solution if necessary. Our company has developed a good friendly working relationship with CMS and I am grateful we can work together in this way and depend on CMS in our hour of need."

Sue Preugschat – Birtwells & Co

CMS Group Ltd
2019-01-30T16:04:00+00:00

Sue Preugschat – Birtwells & Co

"CMS have continued to offer the support Birtwell & Co Ltd need in many respects. I can speak directly to the support team and ask for help in my not so technical manner. They will listen and offer a solution or will often visit to work out the solution if necessary. Our company has developed a good friendly working relationship with CMS and I am grateful we can work together in this way and depend on CMS in our hour of need."
“I thought I should drop you a line to say how impressed I am with the team of engineers that are assisting us with the rollout … without a shadow of a doubt, had we engaged ‘standard’ engineers we would have struggled to complete this project within the time constraints put upon us … As a company, you have obviously decided that recruitment based on a ‘can do’ attitude is as important as the IT skills of a particular engineer and for this, you should be commended”

David Kelly – IT Director, QHotels

CMS Group Ltd
2019-01-30T15:01:17+00:00

David Kelly – IT Director, QHotels

“I thought I should drop you a line to say how impressed I am with the team of engineers that are assisting us with the rollout … without a shadow of a doubt, had we engaged ‘standard’ engineers we would have struggled to complete this project within the time constraints put upon us … As a company, you have obviously decided that recruitment based on a ‘can do’ attitude is as important as the IT skills of a particular engineer and for this, you should be commended”
Would you recommend CMS Group?
"Without hesitation, yes.” “For the IT team, we spend less time now on the infrastructure and more time on developing and supporting the business systems which is now showing dividends.” “Internal and external staff are engaging more with each other and clients thanks to SharePoint and Office 365, Infrastructure failures are minimal and resolved in a responsive manner. The team is in a much better place knowing that the support level has improved 100%.”

John Creigh - Head of IT, BII

CMS Group Ltd
2019-01-30T18:04:42+00:00

John Creigh - Head of IT, BII

Would you recommend CMS Group? "Without hesitation, yes.” “For the IT team, we spend less time now on the infrastructure and more time on developing and supporting the business systems which is now showing dividends.” “Internal and external staff are engaging more with each other and clients thanks to SharePoint and Office 365, Infrastructure failures are minimal and resolved in a responsive manner. The team is in a much better place knowing that the support level has improved 100%.”
"CMS are highly professional and work to find the best solutions for their clients. We would definitely recommend them to others.” “[they] have always given us great service. We have always found them to be highly efficient, customer focused, friendly and respectful.” “[they] take a no problem approach to their IT Managed Services. They are keen to become an extension of the internal IT team.” “the management wrapper they provide is superb.” “Outsourcing our service desk allows our internal IT staff to focus on other areas - concentrating on projects and strategic initiatives to deliver business growth.”

Chris Wilson - Head of IT, Apex Hotels

CMS Group Ltd
2019-01-30T17:37:56+00:00

Chris Wilson - Head of IT, Apex Hotels

"CMS are highly professional and work to find the best solutions for their clients. We would definitely recommend them to others.” “[they] have always given us great service. We have always found them to be highly efficient, customer focused, friendly and respectful.” “[they] take a no problem approach to their IT Managed Services. They are keen to become an extension of the internal IT team.” “the management wrapper they provide is superb.” “Outsourcing our service desk allows our internal IT staff to focus on other areas - concentrating on projects and strategic initiatives to deliver business growth.”
"The CMS office staff, the technicians and the business architects have always been very approachable, understanding my needs and requirements. I would always recommend CMS to other parties.” “they are willing to show us how to resolve some issues, their technical awareness is excellent, and they are situated no more than 40 minutes away.”

Mark Rice - Business Systems & Support Engineer, Global Renewables

CMS Group Ltd
2019-01-30T18:00:50+00:00

Mark Rice - Business Systems & Support Engineer, Global Renewables

"The CMS office staff, the technicians and the business architects have always been very approachable, understanding my needs and requirements. I would always recommend CMS to other parties.” “they are willing to show us how to resolve some issues, their technical awareness is excellent, and they are situated no more than 40 minutes away.”
“We’ve been working with CMS Group for over 3 years now. We initially started out by asking them to provide an ‘Annual Leave Cover’ contract which they gladly did. This has since escalated into a ‘3rd Line System Support’ contract, a ‘Cisco Switch Breakdown & configuration’ support contract, and an ‘Out of Hours’ support contract. We have an excellent working relationship with the CMS Group staff who offer a personal touch and take full ownership of our problems to their resolution.”

Mark Rice – Business Systems & Support Engineer, Global Renewables

CMS Group Ltd
2019-01-30T15:17:05+00:00

Mark Rice – Business Systems & Support Engineer, Global Renewables

“We’ve been working with CMS Group for over 3 years now. We initially started out by asking them to provide an ‘Annual Leave Cover’ contract which they gladly did. This has since escalated into a ‘3rd Line System Support’ contract, a ‘Cisco Switch Breakdown & configuration’ support contract, and an ‘Out of Hours’ support contract. We have an excellent working relationship with the CMS Group staff who offer a personal touch and take full ownership of our problems to their resolution.”
"I would recommend CMS to any business.  I find the support we receive from CMS very professional. We have been linked with the company for many years and they have always been so helpful and understanding with our issues.”

“CMS engineers/telephone operatives have patience when they are describing solutions to us and they also arrange visits when required. All members of the team will go the extra mile to assist with IT issues.”

Andy Roger - Resort Director, Cameron House

CMS Group Ltd
2019-01-30T17:26:12+00:00

Andy Roger - Resort Director, Cameron House

"I would recommend CMS to any business.  I find the support we receive from CMS very professional. We have been linked with the company for many years and they have always been so helpful and understanding with our issues.” “CMS engineers/telephone operatives have patience when they are describing solutions to us and they also arrange visits when required. All members of the team will go the extra mile to assist with IT issues.”
Would you recommend CMS Group?
"Definitely they are a very friendly family run business which offers the personal touch.”

“CMS have provided a solution which leaves the IT department to concentrate on projects in-house without being constantly interrupted by the stores. The solution has also enabled us to offer our stores 24/7 support which we could not do previously.”

Alison Burney - Business Analyst, Julian Charles

CMS Group Ltd
2019-01-30T17:31:28+00:00

Alison Burney - Business Analyst, Julian Charles

Would you recommend CMS Group? "Definitely they are a very friendly family run business which offers the personal touch.” “CMS have provided a solution which leaves the IT department to concentrate on projects in-house without being constantly interrupted by the stores. The solution has also enabled us to offer our stores 24/7 support which we could not do previously.”
“Having realised our IT System was no longer fit for purpose as our Business grew, we spoke to several Companies about replacing it. We were sufficiently impressed with the CMS Group to place our order with them.
The work was carried out at the agreed time and within the agreed time framework which was vital to our
ongoing business. All work was carried out in a professional manner and we are more than happy to recommend CMS Group to anyone looking to upgrade or replace their IT Systems.”

Jeremy Kirk – MD, Kirk Scaffolding

CMS Group Ltd
2019-01-30T15:48:25+00:00

Jeremy Kirk – MD, Kirk Scaffolding

“Having realised our IT System was no longer fit for purpose as our Business grew, we spoke to several Companies about replacing it. We were sufficiently impressed with the CMS Group to place our order with them. The work was carried out at the agreed time and within the agreed time framework which was vital to our ongoing business. All work was carried out in a professional manner and we are more than happy to recommend CMS Group to anyone looking to upgrade or replace their IT Systems.”
“IT is an enabling tool that allows us run our business as efficiently as possible. By switching to the CMS Cloud Service we've sidestepped many of the day-to-day hardware and software management issues that don’t add any real value to the business. Instead, we've got a dynamic and flexible IT infrastructure that is both resilient and more suited to the demands of a rapidly growing Trumeter Technologies.”

John Smith – CEO, Trumeter Technologies

CMS Group Ltd
2019-01-30T15:38:38+00:00

John Smith – CEO, Trumeter Technologies

“IT is an enabling tool that allows us run our business as efficiently as possible. By switching to the CMS Cloud Service we've sidestepped many of the day-to-day hardware and software management issues that don’t add any real value to the business. Instead, we've got a dynamic and flexible IT infrastructure that is both resilient and more suited to the demands of a rapidly growing Trumeter Technologies.”
The Belfry Logo
"Please could you pass on my thanks to your team. [...]

You have a great team who have been professional and calm whenever I have called to resolve a tech issue! "

Kanchan Lakhay - Executive Assistant, The Belfry

CMS Group Ltd
2019-02-01T14:34:04+00:00

Kanchan Lakhay - Executive Assistant, The Belfry

The Belfry Logo
"Please could you pass on my thanks to your team. [...] You have a great team who have been professional and calm whenever I have called to resolve a tech issue! "
“Just a short note to thank Andrew S and the team for a smooth and professional installation. In my opinion, it has gone better than we could have expected for what was a large and complex project. This reflects the professionalism and pre-planning/testing conducted by the CMS Team.”

Andrew McLaughlan – FD, Emerson & Renwick

CMS Group Ltd
2019-01-30T15:14:30+00:00

Andrew McLaughlan – FD, Emerson & Renwick

“Just a short note to thank Andrew S and the team for a smooth and professional installation. In my opinion, it has gone better than we could have expected for what was a large and complex project. This reflects the professionalism and pre-planning/testing conducted by the CMS Team.”
“The move to the CMS data centre went very well. It solved the hardware refresh problem and has enabled us to relocate at will without disrupting IT services to our UK, US and Malaysian businesses. Interestingly, because of the time difference, CMS also provides Malaysia with 24*7*365 support.”

Ivor Stones – IT Manager, Trumeter Technologies

CMS Group Ltd
2019-01-30T15:46:11+00:00

Ivor Stones – IT Manager, Trumeter Technologies

“The move to the CMS data centre went very well. It solved the hardware refresh problem and has enabled us to relocate at will without disrupting IT services to our UK, US and Malaysian businesses. Interestingly, because of the time difference, CMS also provides Malaysia with 24*7*365 support.”
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CMS Group Ltd