We believe that as partners we flourish together. GMS delivers Outsourced Help Desk support to a range of customers, including consumers up to large corporations and IT Service Providers. Our goal is to help companies achieve the highest level of customer service to ensure continued business success.
GMS service delivery and technical support resources are 100% North American. For over a decade it has been our privilege to deliver private-labeled, outsourced trouble-shooting, how-to and coaching support to hundreds of thousands of end users on behalf of our partner customers. In each case we provide immediate response via phone or Internet chat to ensure a positive experience for users of our customers’ products. We have a rigorous quality assurance program, boast the most demanding SLA targets in the industry, and perennially earn superior customer satisfaction ratings.
Founded in 2000, our initial focus was providing live learning assistance to IT professionals pursuing technical certification courses. Our Live TutorTM service featured support agents (called “Mentors”) providing a 24×7 lifeline of personal assistance and proactive coaching for students following independent distance e-learning classes and workshops.
Entering New Markets
In 2006, building on our solid base of technical resources and support delivery infrastructure, GMS expanded its business to offer outsourced technical support services to Internet Service Providers, Original Equipment Manufacturers, and Independent Software Vendors in North America and Europe. The new offering, GMS Live ExpertTM, combined traditional phone-based support with innovative proprietary online chat and remote desktop support technology to deliver state-of-the-art help and how-to support to technical, business and consumer end users.
Fulfilling a Niche
In 2009, GMS Live Expert Help Desk was introduced and targeted the help desk outsourcing needs of the thousands of regional and local IT Service Providers serving the SMB marketplace. Our service allows ITSPs to scale their managed service offerings without the costs and management overhead associated with in-house staff.
In 2009 we also introduced our GMS Concierge service, for non-technical business end users and consumers needing assistance with application software and consumer technology products.
We have extended our foundational offering to include support for organizations and enterprises embarking on large scale corporate re-training projects. Our goals have always been to improve and accelerate completion success rates, reduce student support costs, and improve post-program student performance in applying course skills in the workplace.
We are your veteran team of help desk professionals, focused on delivering quality support.