Technical support isn’t always handled in-house; some companies contract an outside provider to manage their services in terms of a help desk. This type of support commonly operates through a call centre or online chat platform where users have the ability to submit their technical complications and receive on-demand assistance.

The Outsourced helpdesk refers to CMTG embedding engineer(‘s) at a customer’s premise. The customers which have engaged us for this already have a dedicated engineer onsite every day.

At CMTG we ensure the customer always has an engineer available onsite to complete support tasks if someone is on leave. In traditional IT departments, when the main IT contact is on annual leave or sick leave, the staff go without IT support during this period, and this is why outsourcing to this engagement with an MSP means the staff always have continuity of support.