Support & Field Services

Transcription

1 Support & Field Services The Right Engineer, In the Right Place, With the Right Skills, At the Right Time, With the Right Parts

2 2 At, we work with a wide range of customers across the UK delivering flexible support and field services which complement and support your IT department; giving you the confidence that your ICT estate is in good hands should something go wrong. We provide desktop and server support, delivering hardware & software break-fix and IMACD (installations, moves, adds, change and disposals) for customers within a wide range of sectors, utilising both remote, field based and on-site engineers. The engineering teams are supported centrally by a UK based ITIL service desk, service management and resource scheduling teams; underpinned by leading service management systems.

3 3 Why Capita Managed IT Solutions? Scale of operation to maintain high levels of customer service : Scotland customers supported across the UK - Over 200 engineers based throughout the UK - Manage over 400,000 calls per year - Over 90 dedicated service desk staff Vendor neutral provider, supporting almost any pc or server hardware Supported by a UK based service desk Access to highly skilled resources to support your business Utilise leading service management systems to ensure efficient and reliable service delivery Flexible service options to fit your requirements with support available 24x7x365 Northern Ireland North England West & Midlands East & London North South East & London Services All server, network and desktop break fix services are supported by a team of qualified and experienced field based engineers. Desktop Hardware Break Fix This includes a device replacement service and desk side support for PC s, laptops, printers and point of sale hardware. Services include hardware exchanges, warranty and non-warranty hardware support, loan service, backup and restore, image and builds and preventative maintenance as well as disposal, patching/security, end user training and consultancy. Server & Network Break Fix Server and network infrastructure support for SANs, LANs, Servers and Comms; providing server side and remote support including diagnostics and mission critical support if required. On-site Services Dedicated on-site resource providing desktop and server support and delivering desk side resolution, warranty and non-warranty hardware support, preventative maintenance, equipment testing, patching and security. Project Deployment Project support and hardware deployments including end user device rollouts, desktop imaging and data recovery, system and server deployments, site auditing, consultancy and post implementation floor walking.

4 4 5 Support Services Portfolio Field Services On-site Services Projects Desktop Support - Hardware Break/fix Device Replacement Service Desk Side Support Server & Network Support Desktop & Server On-site Support Project Support & Deployment Enhanced Services Core Services Exchanges Warranty Hardware Technical Couriers Backup & Restore Restore Only Image Deployment Warranty Hardware Non Warranty Hardware Desktop & Large Printer Pos Hardware Onsite IT Comms Hardware Comms Hardware Installations Out Of Hours Desktop Builds Imaging Onsite Managed Workshop Repairs Remote Engineering Technical Consultancy Preventative Maintenance Patching/Security End User Training Site Auditing Adhoc Response (Non Contracted) Warranty Hardware Non Warranty Hardware Server & Large System Mission Critical Comms Hardware Disaster Recovery Out Of Hours Server Service Improvement Planning & Management Server Performance Reports Technical Consultancy Preventative Maintenance Enhanced Disaster Recovery DR Testing Equipment Builds & Deployment Imaging Patching/Security Consultancy Builds CSI (Planning & Management) Server Performance Reports Server Optimisation Adhoc Response (Non Contracted) DR Support Hardware Break Fix Warranty Desktop Hardware Non Warranty Desktop Hardware Idle Equipment Testing Preventative Maintenance Patching/Security End User Training Site Auditing Floorwalking Adhoc Response (Non Contracted) Warranty Server Non Warranty Server End User Device Rollout Deployments Site Auditing Floorwalking Systems & Server Deployment Builds Desktop Imaging & Data Recovery End User Training Consultancy Service Windows SLAs Reporting Escalation The Right Engineer, In the Right Place, With the Right Skills, At the Right Time, With the Right Parts

5 6 Support & Field Service Benefits Reduce fix times with access to spares without the need to invest Reduce down time with accelerated problem resolution Flexible service windows and SLAs to meet your specific needs and budget Access to a pool of resources and specialist skills that are not available in-house Free up your internal IT department to focus on other projects We have been working with the team at for over 15 years, through many system upgrades, software changes and throughout the evolution of the Vision software. The team at Capita have an unrivalled level of expertise in this sector and in particular in dealing with our Northern Ireland client base. We feel we can rely completely on Capita to go the extra mile when serious issues occur and to provide peace of mind, which is so essential for our customers. Head of Support Services In Practice Systems (INPS)

6 7 This is an ambitious project for Christian Aid as it represents our greatest reliance on external IT support to date. As a charity, it was vital that any investment was able to reflect value for money and a degree of flexibility in the way the contract was costed, and indeed delivered. Capita s solution not only met these requirements but also provided us with the quality of service we were looking for in a partner. This experience has enhanced the reputation of Christian Aid s ICT department with our end users, we have a trusted partner that understands what it is that we do and the sensitivities that exist, and that has been able to bring the charity into the 21st century in terms of its end-user ICT infrastructure. Head of ICT Services, Christian Aid Service Overview Capita ensure the right process and management solution is in place from resource planning and dispatch, project support to service management. Resource planning and dispatch includes engineer deployment, deployment of technical couriers, hardware exchanges, warranty support and disposal planning & management Service management support team available and customer access ITIL service desk to log incidents. Monthly and quarterly service reviews available. Project support includes delivering large scale deployments and device roll outs, access to project managers and project review, end to end service.

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