PLAYBOOK - Field Services
Field, on-site and project services
Support for your business when
and where you need it
Organisations rely on their IT infrastructure more than ever. When something goes wrong it can cause a major headache for the business, its staff and its customers. They need to know it will get fixed fast and by a qualified expert.
Capita IT and Networks help a wide range of customers across the UK and the Republic of Ireland with a broad and comprehensive suite of IT services and support – in the field, on-site and via our 24/7/365 service desk.
We give clients the confidence that their ICT estates are in safe hands should something go wrong. We ensure local, knowledgeable engineers are ready to respond quickly, reducing the time it takes to resolve problems and get your business and your users back up and running.
Expand your expertise, reduce fix times, free up your IT team
With our field, on-site, and project services teams you’ll gain access to a pool of knowledgeable and responsive resources with specialist skills ready to support your in-house team. You can reduce fix times, minimise downtime and free up your internal IT department to focus on other projects.
Our team of remote, field-based and on-site engineers provide storage, network, desktop and server support. They also deliver hardware break-fix and IMACD (installations, moves, adds, change and disposals).
They are backed by our renowned UK-based ITIL service desk, service management and resource scheduling teams, all underpinned by leading service management and mobile systems to deliver dependable 24/7/365 support.
Choose flexible support you need
Different response times are available, depending on the criticality of your infrastructure. With a variety of SLAs and flexible service windows - from a guaranteed four-hour fix through to a 24-hour turnaround – you can find the right service level to meet your budget and your business needs.
Dedicated resource for on-site services
On-site resources can offer your business many services including desktop and server support, desk side resolution, warranty and non-warranty hardware support, preventative maintenance, equipment testing, patching and security.
Tap into broader project support
Our services can also deliver one-off project support to manage more complex roll-out or upgrade projects or simply to provide the resources to manage those projects you do not have the right skills or capacity to complete effectively in-house. This includes hardware deployments with end user device rollouts, desktop imaging and data recovery, system and server deployments, site auditing, consultancy and post implementation floor walking.
The key services
Resource Planning and Dispatch
Our resource scheduling team will deploy engineers and technical couriers for hardware exchanges, warranty support and WEEE disposal planning and management.
On-site Services – Engineers
Dedicated on-site engineers provide desktop, server, and storage support, desk-side resolution, warranty and non-warranty hardware support, preventative maintenance, equipment testing, patching and security.
Desktop Hardware Break/Fix
We offer a device replacement service and desk-side support for PCs, laptops, printers and point of sale hardware.
Broad range of supporting services
Our services include hardware exchanges, warranty and non-warranty hardware support, loan service, backup and restore, image and builds and preventative maintenance. Also WEEE disposal, patching/security and end user training and consultancy.
Server and Network Break/Fix
Includes server and network infrastructure support for SANs, LANs, Servers and Comms. Plus server-side and remote support, including diagnostics and mission critical support.
Large-scale hardware deployments including end user device rollouts, desktop imaging and data recovery, system and server deployments, site auditing and consultancy. Also access to project managers and post implementation floor walking.
Access to a pool of resources, specialist skills and leading service management systems including a dedicated customer service desk. This ensures efficient and reliable service delivery.
offers at a glance
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We offer a broad range of support services and our UK service team is available 24 hours a day, 365 days a year. We respond to more than 250,000 customer requests every year and provide a full ITIL service certified to ISO 9000, ISO 20000 and ISO 27000 standards.
Our service desk offers:
- Centralised UK and Ireland based service Desk for all issues offering 24/7 support
- Rapid and effective call escalation processes and procedures with full communication to the end user and client
- 1st Line triage and resolution
- Advice and guidance
- Identification of potential problems
- Call linking
- Incident/request trending
- Service request fulfilment
- Third party management
- Access to a greater pool of resources. Provides extra flexibility with added cover for sickness, holidays and peak periods.
- Proactive Service Delivery. We employ innovative methods of call logging and tracking, Remote Client Access and EDI.
- Includes all ITIL Service Management Practices such as Service Design, Service Strategy, Service Operation, Service Transition and Continual Service Improvement.
- Implementation of best practice, using industry-leading technology operating within the ITIL Service
The tools we use
The IT Service Management toolset used by Capita IT and Networks is founded on BMC Remedy, which has the largest ITSM customer installed based available within the market. Intuitive to use and built natively for mobile, it enables our customers to engage by phone, email and instant messaging on a variety of devices, from desktops to tablets.
It is highly configurable and can be tailored to meet clients’ requirements, including deployment of bespoke custom code if needed. Its self-service Digital Workplace portal allows your staff to access a wide range of services, gain visibility of assets under their control and resolve problems.
In a single view, users can log incidents and make, track and cancel service requests. The toolset’s knowledge bank offers context-aware dynamic presentation of knowledge articles relating to users’ current activity - a valuable and integral part of their experience.
What Capita offers
at a glance
We can call upon a 250 strong team of highly skilled and experienced engineers nationwide (UK and ROI) operating out of five locations.
Our operation is scaled to maintain the highest levels of customer service. A dedicated UK-based ITIL Service Desk schedules works and manages engineering teams to maximum efficiency using leading management systems, automation tools and mobile technology.
We offer flexible service windows and SLAs to fit customer requirements. Support is available 24x7x365. SLAs are 2hour, 4hour, Same Day and Next Day Fix.