Support Services

Your business applications represent a significant investment for your organisation and need optimal utilisation at all times. Application support, however, is about more than ensuring that your system is up and running. The key challenge is to get the most out of your investment. The more widely used your application is, the more benefit it provides.

As well as covering technical support and system issues, Capita’s support service includes access to consultancy skills from Capita. This is intended to keep your application moving forwards and to support changing business requirements.

Capita support services provide a single point of contact for technical support and skilled consultancy. Our experts can resolve your issues and improve your application, quickly and affordably.

Excellent track record

Supporting over 40,000 users, our service desk has an impressive record of helping a diverse mix of clients. By choosing Capita for your support, you will benefit from an excellent track record of incident resolution within agreed service levels, delivered by ITIL trained staff.

Capita has an outstanding 99.99% track record of meeting our service level agreement for service management and incident resolution.

Operating within the ITIL framework, our service desk provides:

  • A single point of contact;
  • Logging, categorisation and prioritisation of incidents and requests;
  • Incident management services;
  • Problem management to eliminate recurring incidents;
  • Service reporting and review against SLAs and KPIs.

Whether you have a technical query or are seeking advice on how to get the best from your solution, we demonstrate an excellent track record of incident resolution within the agreed service levels.

Capita offers a range of service levels dependant on your requirements. Some clients use in-house staff for first line support and utilise our services for 2nd/3rd line support. However, support at all service levels is available.

Complex incidents and problem tickets may be escalated to our application teams. They ensure the user can resume work as quickly as possible.

An incident ticket can be a request for advice and guidance, help with error messages, unexpected behaviour or any other issue you are experiencing.

Our quarterly service management review will report against the service levels achieved over the last quarter. It will identify the number and type of incidents being raised along with resolution categories.

The report will identify key trends by incident type or user, and recommend actions to help reduce future incidents in addition to any recommendations for enhancing your application to better suit your needs.

Contact Capita to learn how your business can take advantage of the support services we can offer.