Distributed Services
Providing an appropriate level of service assurance in house can be challenging for many organisations and is not always the most cost-effective use of resource and funds.
Capita Distributed Services has considerable experience in providing cost-effective support to ensure our clients ICT infrastructures are effectively managed and maintained so they remain stable and reliable. Also, as delivering these types of service is core activity for us, clients have found they benefit from an improved user experience (compared with in-house service management).
Service Desk
The Service Desk offers a single point of contact for incident logging and management. Our goal is to always try to provide a first time fix to incidents but, when this is not possible, the case is allocated a priority status (based on agreed SLAs) and escalated to an appropriate authority. Clients are kept in the loop throughout and informed when to expect a response. Our team will flag common problems or user training issues to encourage a reduction in incidents and address user issues.
Helpdesk Tools Integration & Reporting
Using industry recognised tools to support ITIL processes, our team offers a technical support knowledge base containing thousands of technical solutions for popular global desktop computing applications. These tools provide invaluable knowledge management to improve resource efficiency, issue resolution and management reporting.
Incident, Problem & Change Management
Most organisations appreciate that pro-active problem management is better than incident cure. Our service will spot trends and proactively recommend preventative action at incident level to reduce the risk of several apparently unconnected minor incidents escalating into a major business threatening issue.
Desktop Management
Our desktop management team offers a comprehensive range of services to deliver efficient maintenance to support your business. We can respond to requests logged via our Service Desk or received from automated requests generated by your processes. Our practical approach includes services such as troubleshooting and asset tagging of hardware, accurate inventory management and control and third party management. Our remote desktop support service provides continuity and uniformity of support and is backed up by the desk-side support team for when physical on-site presence as required.
Server Management
As well as offering day-to-day administrative duties such as print queue management, our comprehensive Server Management Service ensures your systems are available, backed up, secure and run at optimum levels.
Network Management and Telephony Services
Network and telephony management can be a complicated and time consuming activity, often involving a variety of suppliers and infrastructure. Our team offers a total support service to manage all aspects of your network to deliver a transparent end-to-end service.
Procurement Services
Capita’s size gives it significant buying power with suppliers. We can extend our purchasing “clout” to your business through our procurement services. The comprehensive service spans sourcing through to delivery and offers a most competitive pricing structure. Our procurement service, when combined with our desktop services, represents a compelling offering – our team can buy, build, register and configure a new laptop (for example) and deliver it, user ready, to your business.