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
Latest Case Studies

Cameron House

Julian Charles

GS Technology

Apex Hotels

Lancashire Renewables

British Institute of Innkeeping
Latest News
- Manufacturer Drives Operations by Transforming their IT Infrastructure, Wifi & IT Support 25 November 2020
- 3 Critical IT Challenges to Managing a COVID Workforce. (and solutions!) 4 November 2020
- CMS Awarded Cisco Meraki’s 12th Top Growth Partner 14 October 2019
- How IT Leaders Best Serve Their Business 19 June 2019
- New Client – Collingwood Lighting 15 February 2019
- Grand Hotels CMS Provide IT Support 28 January 2019

Sue Preugschat – Birtwells & Co
Sue Preugschat – Birtwells & Co


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
Chris Wilson - Head of IT, Apex Hotels


Andrew McLaughlan – FD, Emerson & Renwick
Andrew McLaughlan – FD, Emerson & Renwick


Chris Wilson - Head of IT, Apex Hotels
Chris Wilson - Head of IT, Apex Hotels


Joanne Stanford – (ex)IT Director, DeVere Group
Joanne Stanford – (ex)IT Director, DeVere Group


Balazs Simon - IT Manager, London School of English
Balazs Simon - IT Manager, London School of English


"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
Alison Burney - Business Analyst, Julian Charles


Ivor Stones – IT Manager, Trumeter Technologies
Ivor Stones – IT Manager, Trumeter Technologies


John Smith – CEO, Trumeter Technologies
John Smith – CEO, Trumeter Technologies


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


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
Jeremy Kirk – MD, Kirk Scaffolding


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
Kanchan Lakhay - Executive Assistant, The Belfry


David Kelly – IT Director, QHotels
David Kelly – IT Director, QHotels


Mark Rice – Business Systems & Support Engineer, Global Renewables
Mark Rice – Business Systems & Support Engineer, Global Renewables


"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
John Creigh - Head of IT, BII


Mark Rice - Business Systems & Support Engineer, Global Renewables
Mark Rice - Business Systems & Support Engineer, Global Renewables


Andrew McLaughlan – FD, Emerson & Renwick
Andrew McLaughlan – FD, Emerson & Renwick


Sue Preugschat – Birtwells & Co
Sue Preugschat – Birtwells & Co


“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
Andy Roger - Resort Director, Cameron House
