CMIT Help Desk

GMS serves as a seamless, outsourced Help Desk extension to your CMIT IT service business. We expand your support scope by providing 24/7 phone, CMIT branded chat and bi-directional Autotask driven support for your customers.

With GMS’ outsourced help desk, we provide live support and just in time training for your users, on your behalf. Let us take care of the Tier 1 work so you can focus on bigger issues, and growth!

Our US and Canadian based, Managed Help Desk team provides 24/7 remote assistance and repair . We are there to help your customers make better use of their technology as well as remotely troubleshoot any PC, Mac, Mobile or L1 Server issues. GMS’ aim in every interaction is to help reduce customer downtime and increase productivity.

The GMS outsourced help desk proposition can be summarized as follows:

For a more detailed view on the Outsourcing proposition, please take a moment to view the below video introduction.

GMS Supports your Brand

By providing a transparent extension to your service. We set up a dedicated, local number for your business, create a branded chat engine and handle your inbound client communications completely under your company brand.

Your customers receive – 24/7 Help Desk supporting to troubleshoot and fix all 3rd party and OS issues at the workstation level through our toll free number, chat platform and email response manager.

GMS technicians (mentor’s as we call them) leverage your RMM tools to remotely control the users desktop to expedite the support process. If one of your user’s has initiated a chat with GMS but is having trouble communicating, our mentors are mandated to pick up the phone and call the user to ensure a positive experience. Now that’s service!

GMS contributes to your client retention. Our service cost effectively complements your operation.

We can do this through packaged offerings or blending specific components of our services (inbound telephony, outbound telephony, email and instant chat support.)

GMS closely monitors all SLA requirements of each and every end customer to ensure your customers receive the level of attention they need, how and when they need it.

You own the customer relationship but can rest at ease knowing that your customers support needs and queries are in the hands of our experts, whom on average hold 13+ certifications each with our most senior staff holding over 65.

Transform your existing client relationship that of a proactive technology advisor by analyzing the monthly health check reports, and satisfaction survey results generated for you by our team. Leveraging the ticket level reporting the GMS teams, our goal is to work together to help you find new opportunities to better serve your customers!

Thanks to our Help Desk Connector, GMS can instantly share ticket note and time entry data with your team through the Autotask PSA. Here’s a closer look at the reporting process: