The major difference between GMS’ approach to help desk outsourcing and the competition is that we will stop at nothing to get the issue resolved, we train your users and get the problem solved! GMS’ live help desk team fully supports 3rd party and even proprietary applications remotely, in a fraction of the time and for a fraction of the cost.
24/7 Live Help Desk Support!
GMS Live Expert gives your customers instant, break/fix phone support. We setup a unique direct inward dial phone number, and a branded live virtual chat engine for your customers to access the GMS team to receive support. Our goal is to appear completely as a direct extension of your company with each and every interaction.
GMS provides live help desk services tailored for the managed service provider partner community via both 24/7 phone + live chat as our standard.
Managed Service Provider Partner Integration
With every new partner GMS kicks off a 30 day onboarding project, personally driven by your assigned account manager. During this phase the GMS team works to ensure your PSA (typically Autotask or ConnectWise) is able to bi-directionally share information with GMS’ system, setup the inbound help desk support channels as well as gather the necessary support documentation. A more visual representation of the GMS Live Expert help desk onboarding process is as follows:
Once live GMS tracks every call, chat and email – analyze the results and generate in depth reports for each client site our partners route through us. This allows our partners to identify trends and recommend solutions that better serve your client base. Whether it be upgrades, enhanced equipment or training – we watch for it all.
What We Support
GMS’ truly North American based help desk team is certified to support virtually all Microsoft, Mac, productivity, third party software and domain tasks such as user setups, deletions and issue troubleshooting.
Whether it be mobile, network related or productivity related. We cover it all. Take a moment to review the below video, explaining GMS Live Expert’s value proposition. Or, get in touch with GMS today to explore exactly how we can integrate with your business!