Field Services
Nationwide on-site device support, break-fix and replacement engineering. 500,000+ service calls annually, 99% SLA attainment and 15-minute smart locker replacements.
From chaos to predictability
Device support at the user’s desk is operationally complex when attempted in-house. IT has to recruit, train and manage technicians across multiple locations. If someone is out sick or on holiday, coverage gaps emerge. When a critical user’s device fails, the organisation has no way to guarantee a rapid response. Support tickets might sit in a queue for hours. Remote support often cannot solve hardware issues — broken screens, failed keyboards, damaged ports — so a technician visit becomes necessary anyway, but by then hours have passed. The user loses productivity, the organisation loses business capability, and support costs rise because problems accumulate into complicated troubleshooting sessions instead of rapid replacement or repair.
SCC delivers nationwide Field Services through a security-cleared technician network with depot, mobile and on-site repair capabilities. We operate 500,000+ service calls annually across the UK and Europe, maintaining 99% SLA attainment. For devices that fail beyond remote remedy, we offer smart locker replacements — a user can walk to a locker, retrieve a replacement device, and be back at work in 15 minutes. Device replacement is faster than waiting for a technician visit. This means devices are serviced where the user is, on their timeline, with documented accountability and rapid resolution. Support becomes predictable instead of chaotic.
How it works
Step 1
Triage the support request
When a user reports a device issue, the request arrives through the support channel and is triaged. Remote diagnosis determines whether the issue can be resolved without on-site intervention (software troubleshooting, policy reset, remote repair). If on-site or hardware intervention is needed, the ticket is escalated to field services and assigned based on location and urgency.
Step 2
Dispatch or deploy replacement
For standard issues, a technician is dispatched to the user’s location with a scheduled appointment. For critical failures where immediate replacement is the fastest resolution, a smart locker replacement is dispatched instead. The user retrieves the replacement device, logs in and returns to work immediately. Meanwhile, the failed device is collected and sent to a repair depot.
Step 3
Repair and validate
At the field location, the technician diagnoses and repairs the device, validates the fix and documents the work. For workshop repairs, the device is transported to a depot where specialist technicians perform more complex repairs. The technician or depot confirms the repair is complete before the device returns.
Step 4
Manage replacement inventory
Smart locker inventory is constantly replenished with working devices. As field technicians complete repairs, devices are returned to the locker network or depot inventory. This creates a continuous cycle of failed device collection and working device deployment.
Step 5
Track and report SLA compliance
All field service work is recorded in ServiceNow with timestamps for dispatch, arrival, resolution and closure. The system tracks SLA compliance against agreed response times and resolution targets. Monthly reporting shows technician performance, cost per incident, repeat failures and emerging patterns.
Partners
Field Services operates through established supply chain partnerships with device manufacturers and logistics providers. Our network ensures parts availability, technician training and service delivery consistency across all supported regions.
Cisco is a global leader in networking, cybersecurity, enterprise AI platforms and collaboration technologies that securely connect organisations worldwide. SCC holds the highest Cisco accreditations available, including UK Preferred Partner status across Cloud AI, Collaboration, Networking,…
Dell Technologies provides scalable compute, storage and data protection platforms for modern hybrid environments, supporting virtualisation, analytics and AI workloads across data centre and cloud infrastructure. SCC has achieved Titanium Black partner status with Dell Technologies, the highest…
Hewlett Packard Enterprise delivers edge-to-cloud solutions spanning enterprise-grade compute, hybrid cloud through GreenLake, AI-ready infrastructure with NVIDIA integration and intelligent networking combining Aruba and Juniper. HPE’s architecture enables organisations to modernise IT…
SCC is IBM’s largest UK partner and a two-time winner of UK Technology Partner of the Year. Supporting 175+ IBM customers across industries, SCC delivers integrated expertise across enterprise AI, cloud, automation and infrastructure. The IBM portfolio through SCC includes watsonx for enterprise…
F5 delivers integrated application delivery and security services spanning load balancing, API protection, performance optimisation and multi-cloud traffic management. SCC helps organisations implement F5 solutions that unify application delivery across distributed infrastructure, from traditional…
Access nationwide support on your users’ timeline
Field Services ensures devices are repaired or replaced where users are, with SLA-backed response times and smart locker replacements that eliminate extended downtime. Let’s map your support requirements against our nationwide network.
FAQs
How are response times guaranteed. What does the 99% SLA commitment actually mean?
The 99% SLA means field technicians respond to urgent calls within a committed timeframe (typically 4 hours for priority calls, next business day for standard calls). We measure and report SLA attainment monthly through ServiceNow. If we miss the commitment, you receive service credits. The 99% metric is calculated across all calls annually.
What is the smart locker replacement process and how long does it actually take?
When a device fails, instead of waiting for a technician, the user walks to a nearby smart locker, authenticates, retrieves a working replacement device and logs in. The failed device stays in the locker or is collected by the technician. Total time is typically 10-15 minutes. This is faster than arranging a technician visit and waiting for their arrival.
Do we need to maintain replacement device inventory ourselves?
No. SCC maintains locker inventory, coordinates replenishment and manages the logistics of failed device collection and repair. As devices are repaired in our depots, they are returned to the locker network. You have visibility through ServiceNow but do not manage the physical inventory.
What happens if a device cannot be repaired, can we arrange replacement through Field Services?
Yes. If repair is not viable, the device is written off and replaced. The failed device is securely wiped and sent to our recycling partner. Replacement devices are deployed either through smart locker or standard technician visit, depending on urgency.
Are field technicians trained for all device types we use — what if we have non-standard hardware?
Our technicians are trained on all major device types (HP, Dell, Lenovo). For non-standard or vendor-specific hardware, we coordinate with manufacturers’ technical teams or escalate to workshop repair. Training is maintained through partnerships with device manufacturers. Discuss any non-standard devices when establishing the service to confirm coverage.