IT Service Desk / Remote Support

IT Service Desk

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

21 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

Request A Call Back Send A Message

“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

“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 roll out … 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

"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 (2015)

“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

“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 – IT Manager, Global Renewables

“I would also like to thank Carl who contacted me en-route to his workplace yesterday to discuss our
IT issues with the aim of resolving them sooner rather than later. He worked tirelessly with myself, HP
and with VMware direct throughout the day and even later on in the evening to secure a fix at the
earliest convenience. He then supported me today when HP replaced the faulty SAS drives and
connectivity to some of our data was lost again. Finally, he suggested a longer term resolution
by increasing the storage on our more modern HP MSA server which I fully supported, a recommendation
which has since been agreed by my management team.”

Mark Rice – IT Manager, Global Renewables

“IT is an enabling tool that allows us run our business as efficiently as possible. By switching to the
CMS Cloud Service we've side stepped 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

“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 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

“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 – (ex)IT Manager, Trumeter Technologies

“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 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 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 (2017)

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