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Home Services Manage And Transform Support And Maintenance Desktop Maintenance

Desktop Maintenance

Maintenance and support of user IT equipment

A service component of our Support & Maintenance solution.

What we do

Computacenter's Desktop Maintenance service reduces cost and simplifies support by centralising incident management, engineering, logistics and service management across multi-vendor technologies.
Our Multi-vendor maintenance services cover the complete range of user IT devices, including Desktops, Laptops, PDAs, Printers, and POS equipment

Incident Management
Calls can be logged 24x7 automatically, via SSIM, directly into call management system to speed response and mitigate double entry errors or via telephone or email. The call priority is defined by the customer when logging the call.
The service can provide a single point of contact for all maintenance requirements with call management of 3rd party services.

Service Delivery
The service can be delivered through on-site dedicated engineering, field engineering and/or via SWAP, depending on the specific requirements. There are a range of service levels from next business day response through to guaranteed fix times.

Service Management
Providing escalations, reporting, service reviews and service enhancement.

How it helps

We offer a range of cost-effective incident and request Support Services with committed fix times to optimise the availability of the end-user desktop estate.

Reducing Complexity
We deliver a consistent customer experience with the robust application of auditable ITIL processes, through our Shared Services Factory. We have invested in the training and retention of our engineering workforce providing you with the specialist expertise to manage your support requirements. We offer flexible and innovative working practices with peak period cover so that skills shortages are no longer an issue.

Reducing Risk
Repeatable services delivered by expert technicians and ITIL qualified Service Management offer guaranteed service levels, increasing user 'up time' and decreasing disruption.

Reducing Costs
Our scale, industrial levels of productivity and consistent processes mean that Computacenter Services can offer you the lowest possible costs for the packaged services you demand.

We also recognise that certain industries require specialist services, and we offer tailored service levels to match these requirements.

Why we are different

Our Maintenance services are founded on ITIL best practice standards as well as Computacenter's own proven industrialised processes. Computacenter has more than 20 years experience of implementing and managing end-user infrastructures.
Customers benefit from our:

Proven Credibility
• 24x7 access to over 20,000 parts in stock, nationwide
• Our Shared Service Centres handle 2m incidents per year
• Vendor accreditations and partnerships

Proven Capability
• 1,200 trained IT technicians
• 98% of our service management team are trained and qualified in ITIL
• Over 1.5 million devices supported

Complete IT Infrastructure Services
Our real services experience enables you to achieve greater IT and business value. Through our Shared Services Factory, you have the opportunity to benefit from proven best practices.

Where we have done it

With more than 2,000 outlets in the UK, Arcadia Group is one of the largest clothing retailers in the UK. Although Arcadia Group had a variety of IT maintenance contracts in place, it wanted to improve both the level of service and reduce operational costs.

By partnering with Computacenter, Arcadia has been able to consolidate its desktop maintenance contracts into a single end-to-end agreement, which also covers additional hardware, such as printers, scanners, and servers. In total, Computacenter supports more than 2,500 devices at offices in London, Milton Keynes, Monkspath, Bristol and Leeds.

As well as delivering a comprehensive maintenance service, Computacenter also adds value by assisting with configuration, hardware auditing and disposal, as well as individual projects.

“Computacenter has helped to reduce our desktop maintenance costs by more than 40 per cent over the last four years.”
- Laurence Glover, Client Services Manager, Arcadia