Support & Field Services

Support &

Field Services

Capita Managed IT Solutions

making IT work

The Right Engineer,

In the Right Place,

With the Right Skills,

At the Right Time,

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

making IT work

Capita Managed IT Solutions

Why Capita Managed

IT Solutions?

• Scale of operation to maintain high levels of customer service :

- 1400 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

North England

East

& London North South East & London West & Midlands Scotland Northern Ireland

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 WEEE 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

The Right Engineer, In the Right Place,

With the Right Skills, At the Right Time,

With the Right Parts

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Ser vice Windows | SL A s | Repor ting | Escalation

Preventative Maintenance Enhanced Disaster Recovery DR Testing

Equipment Builds & Deployment Imaging

Patching/Security Consultancy Builds

CSI (Planning & Management) Server Performance Reports Server Optimisation

WEEE Loan Service

Adhoc Response (Non Contracted) DR Support

Backup & Restore Restore Only Loan Service Image Deployment Technical Consultancy Preventative Maintenance Patching/Security

End User Training Site Auditing Loan Service WEEE

Adhoc Response (Non Contracted)

Idle Equipment Testing Preventative Maintenance Patching/Security

End User Training Site Auditing Floorwalking WEEE

Loan Service

Adhoc Response (Non Contracted) Warranty Server

Non Warranty Server

Builds

Desktop Imaging & Data Recovery WEEE

End User Training Consultancy Exchanges

Warranty Hardware Technical Couriers

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 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

Hardware Break Fix

Warranty Desktop Hardware Non Warranty Desktop Hardware

End User Device Rollout Deployments

Site Auditing Floorwalking

Systems & Server Deployment

Field Services

On-site Services

Projects

Device Replacement Service Desk Side Support Server & Network Support Desktop & Server On-site Support Project Support & Deployment

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making IT work

Capita Managed IT Solutions

“We have been working with the team at Capita Managed IT Solutions 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)

✓ _{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

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 WEEE disposal planning & management

Project support includes delivering large scale deployments and device roll outs, access to project managers and project review, end to end service.

Service management support team available and customer access ITIL service desk to log incidents. Monthly and quarterly service reviews available.

“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.”

To find out more please contact us on 0844 346 0025

or email [email protected]

You can also visit our website www.capita-mits.co.uk

04/15

[email protected]

www.capita-mits.co.uk follow us@Capita_MITS

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