USER
SUPPORT
Remote IT Support for end-users, provided by high calibre engineers and best-in-class technology.
24/7/365
Available up to 24/7/365 (including bank holidays and Christmas day). Not on call, but a fully manned shift.
Dedicated Technical Contact
A senior technical contact dedicated to your company, along with a dedicated account manager.
Priority Escalations
Unique client support numbers allowing personalised messages ("we are aware of X problem"), and more.
3rd Party Management
Not just triage but truly managed. Single point of contact for any IT issue, through to resolution.
User Admin
A dedicated, process-driven team working solely on Starters, Leavers and Access-Requests.
Support Reviews
With your account manager and Senior Technical Engineer. Trend analysis, recent cases, etc.
Nationwide & Global
With engineers located around the country, and partners globally, we commit to an SLA onsite and remote.
No Call Loggers
Aiming to fix your issues during the first call. Meaning no waiting for someone to call you back.
Dedicated Account Manager
Project management, strategy work, escalations, etc - ensuring a successful operation.
Backed by the best-of-breed technology
RMM: Connectwise Automate
Software deployed on servers and end user devices, enabling huge benefit, some examples being:
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Self Heal: we develope scripts to automatically fix faults.
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Patching: Microsoft & 3rd party applications.
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Management: Deploy software, change policies, etc.
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Security: Ransomware protection, DLP protection, etc.
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Reporting: Perfomance/Stability/Security, etc
Dashboards: Brightgauge
Live, customisable and interactive dashboard (client facing) pulling API's from multiple sources, such as:
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Tickets: e.g. number of tickets raised today, any priority tickets open, trend analysis, etc.
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RMM: e.g. devices with out of date patching or AV, unsupported OS's, etc
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Licenses: Active subscriptions
Knowledgebase: Passportal
Secure documentation, and password management solution which integrates with support solutions and can be shared with internal IT for collaboration and a single location of documentation.
Support Portal
For users and clients to log in to view:
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Support tickets
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Invoices
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Complete forms (e.g. starters)
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View projects (and progress)
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and more
reach
US
0203 404 4700
hello@cms-group.net
HEAD OFFICE
Suite 6 & 12, Manor Court,
Salesbury Hall Road,
Ribchester, PR3 3XR