making IT work

Support &Field Services

Ensuring the right engineer, is in the right place, at the right time.

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Our team of remote, field-based and on-site engineers provide storage, network, desktop and server support, delivering hardware and software break-fix and IMACD (installations, moves, adds, change and disposals) for our UK and Irish customers. Our fully qualified engineering teams are supported centrally by our UK-based ITIL service desk, service management and resource scheduling teams; underpinned by leading service management systems.

Capita Managed IT Solutions delivers flexible support and field services for a wide range of customers across the UK and Ireland, giving clients the confidence that their ICT estates are in safe hands, should something go wrong.

“As the UK’s leading distributor of pharmaceutical and healthcare products and services, we rely on having a fully operational supply chain link with our customers. By ensuring we have the appropriate IT maintenance cover, we have put ourselves in a position to uphold our customer services levels. Capita’s expertise has been invaluable in implementing the new services. They really took the time to get to know how we worked, our issues and the sensitivities that exist within our sector, which has added real value to our operation.”

AAH Pharmaceuticals

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Capita’s Support & Field Services?

Capita’s unrivalled scale of operation maintains the very highest customer service levels throughout the UK and Ireland:

2,000 customers supported

Over 250 engineers

Managing over 400,000 calls and emails annually

Over 65 dedicated service desk staff

Vendor neutral provider supporting almost any PC or server hardware

Supported by a near-shore industry standard service desk

Access to highly skilled resources to support your organisation

Leading service management systems ensure efficient and reliable service

delivery

Flexible service options to fit client requirements with support available

24/7/365

108,215 desktops and laptops supported for our Managed Service customers

80,000 break-fix calls managed per year

“As our core IT solutions partner, Capita understands our needs and this provides us with great comfort. We regularly liaise with their service and sales teams based in Scotland who are also proactive in their approach to the IT needs of our expanding business. This service has allowed us to build a relationship of trust with Capita. We value this immensely and know that our IT is in good hands.”

Carolynn Shaw, IT Project Manager, SELECT

Why

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Enha

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Ser

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Serv

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Ser vice Windows | SL As | Repor ting | Escalation

Technical ConsultancyPreventative MaintenanceEnhanced Disaster RecoveryDR TestingEquipment Builds & DeploymentImagingPatching/Security ConsultancyBuildsCSI (Planning & Management)Server Performance ReportsServer OptimisationWEEELoan ServiceAdhoc Response (Non Contracted)DR Support

Backup & RestoreRestore OnlyLoan ServiceImage Deployment

Technical ConsultancyPreventative MaintenancePatching/SecurityEnd User TrainingSite AuditingLoan ServiceWEEEAdhoc Response (Non Contracted)

Idle Equipment TestingPreventative MaintenancePatching/SecurityEnd User TrainingSite AuditingFloorwalkingWEEELoan ServiceAdhoc Response (Non Contracted)Warranty ServerNon Warranty Server

BuildsDesktop Imaging & Data RecoveryWEEEEnd User TrainingConsultancy

ExchangesWarranty HardwareTechnical Couriers

Warranty Hardware Non Warranty HardwareDesktop & Large PrinterPos HardwareOnsite ITComms HardwareComms Hardware InstallationsOut Of Hours DesktopBuildsImagingOnsite Managed Workshop RepairsRemote Engineering

Warranty HardwareNon Warranty HardwareServer & Large SystemMission CriticalComms HardwareDisaster RecoveryOut Of Hours ServerService Improvement Planning & ManagementServer Performance Reports

Hardware Break FixWarranty Desktop HardwareNon Warranty Desktop Hardware

End User Device RolloutDeploymentsSite AuditingFloorwalkingSystems & Server Deployment

Field Services On-site Services Projects

Desktop Support - Hardware Break/fixDevice Replacement Service Desk Side Support

Server & Network Support Desktop & Server On-site Support Project Support & Deployment

Support Services Portfolio

Ensuring the right engineer, is in the right place, at the right time.

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Service Overview

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

Service management - 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.

Resource planning and dispatch - this includes engineer and technical courier deployment, hardware exchanges, warranty support, and WEEE disposal planning and management.

✓ Minimise resolution and downtime – reduce fix times without the need to invest, and minimise downtime with accelerated problem resolution.

✓ Flexible service windows and SLAs to meet specific client needs and budgets

✓ Access to trained resources and specialist skills

✓ Free-up your internal IT department to focus on other projects

your organisation’s mission critical services

ServicesResource Planning and DispatchOur dedicated resource scheduling team plan engineer and technical courier deployment, hardware exchanges, warranty support and WEEE disposal planning and management.

On-site Services - EngineersOur dedicated on-site engineers provide desktop, server, and storage support, in addition to desk-side resolution, warranty and non-warranty hardware support, preventative maintenance, equipment testing, patching and security.

Desktop Hardware Break FixThis includes device replacement services and desk-side support for PC’s, laptops, printers and point of sale hardware. Services also 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 FixServer and network infrastructure support for SANs, LANs, Servers and Comms. Capita provides server-side and remote support, including diagnostics and mission critical support, if required.

Project DeploymentOur project support and hardware deployments include end-user device rollouts, desktop imaging and data recovery, system and server deployments, site auditing, consultancy, and post implementation floor walking.

“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 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)

“Capita has supported Translink for over 15 years acting as a strategic IT partner in the provision of infrastructure and support services. Recent projects have included design and relocation of a number of key facilities and the successful upgrade of a number of services vital to our organisation.”

Paul McGrattan, IT Support Services Manager, Translink

Capita ensure the right process and management solution is in place - from resource planning and dispatch, to project support and service management.

Supporting

To find out more please contact us on 0844 346 0025 (UK) or 01 415 7000 (ROI)

or email mits@capita.co.uk

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

Contact us

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“We are extremely satisfied with the infrastructure refresh implemented by Capita. The new solution has undoubtedly reduced down time and allowed for room for growth. The backup and DR solution ensures minimal disruption to our business and migrating to the Office 365 platform allows us the agility that the business requires. We feel the Capita infrastructure solution is reliable, cost effective and gives us peace of mind that our IT estate is in good hands.”

Simon Killen, Group ManagerEnergy Management & IT Divisions, E&I Engineering

“Wolseley have worked with Capita to develop a “Connected” solution that delivers our branch network with up-to-date technologies and business services that will deliver a step change to enhance customer service. The Capita Project team have worked seamlessly with our team to deliver a transformation programme of change across our trading branch estate that will support our future business objectives.

In particular, Capita’s commitment to delivering our objectives, and the flexibility shown throughout the programme, meant we were able to deal with the challenges that always arise in a project of this scale and complexity. The ‘Connect’ solution helped to significantly improve inter-branch communications across the entire Wolseley UK estate.”

Roger Connett, Head of IT, Wolseley UK