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

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