Helpdesk Support Services

CMG has operated its Helpdesk Support Service Center since 2000 with dedicated toll-free hotlines for our managed services customers. It serves as a single point of contact for phone support, customer assistance, routing, monitoring, call logging, and call management service to handle incidents and requests. It also provides an interface for other activities such as Change, Problem, Configuration and Release Management, Service Level Agreements (SLAs), IT Service Continuity Management and Security, all according to prescribed ITIL standard processes.

Our Helpdesk processes are ISO 20000-certified and ITIL standard processes are the bedrock of our daily operations. CMG is proud to be amongst a handful of Malaysian companies that have been awarded ISO 20000 certification.

We have developed our own Helpdesk CRM Ticketing System which is built on ITIL standards. The system automatically assigns tickets to First or Second Level support personnel based on complex algorithms refined by 10 years of experience and provides “any where – any time” visibility on the status of each individual ticket.

Our trained Helpdesk Support Service Center personnel are committed to ensuring each customer’s experience is total satisfaction. CMG aspires to this goal by evolving and improving through periodic customer satisfaction surveys and service improvement programs based on survey results.

CMG’s Helpdesk Support Services provide the three key elements of the successful Help Desk Center - PEOPLE, PROCESS and TECHNOLOGY.