Northgate Managed Services

Out of Hours Service

Extend your service to end users 24/7


Our UK service team is 'on call' up to 24 hours a day, 365 days a year responding to over 250,000 customer requests every year and providing a full ITIL service certified to ISO 9000, ISO 20000 and ISO 27000 standards.

Managing the demand for service desk analysts can be a finance and resource challenge. Capita's Out of Hours Service Desk provides the ability to extend your service to end-users 24 hours a day, 365 days a year at a fixed cost, without needing to increase your internal resources.   Our service takes over from your in-house team and provides seamless cover for your end-users.

We have the capacity to adapt to your needs now and in the future, whether you require support for a few hundred calls or thousands of calls.  Our teams are continuously trained and monitored to ensure we provide a consistent high quality service.



How does it work?



IT users contact us via a dedicated phone number or mailbox.  We then provide immediate assistance on agreed calls including:
  • Password resets
  • Email
  • Portals
  • Wireless connectivity issues
  • User account issues
  • General queries
Priority faults are highlighted and a seamless handover solution is put in place.





Service Transition

We have a tried and tested approach to service transition to ensure that there is seamless cover and handover between both service desks on a daily basis.  Download the full Out of Hours Service brochure for further information on our Service Transition.




Service Benefits
 

  • Improved user satisfaction and productivity with access to ICT support 24/7
  • Fixed, predictable costs
  • Extended support to end users without increasing internal resource
  • Access to our highly skilled, UK based service desk team
  • Access to business intelligence such as number of calls logged, demand fluctuations, type of incidents etc
  • Adaptable service to meet demand both now and in the future

Belfast Health and Social Care Trust Out of Hours Service Customers

"Capita's Out of Hours Service Desk provides an effective service for our end users 27/7, 365 days a year. This compliments the service during normal working hours and ensures any issues which may impact our ability to use IT resources are quickly identified and escalated to the appropriate resource to resolve."


Download the Out of Hours Service Brochure


contact us on
028 9085 9085