Minimise business disruption and maximise the user experience with SCC’s Next Gen Remote Field Services.

Designed to meet changes in demand and new ways of working, Next Gen Remote Field Services are particularly pertinent in today’s climate, with businesses under pressure to do more with less, whilst delivering seamless, remote IT services to increasing numbers of people.

Our Next Gen Remote Field Services utilise a modern approach to the workplace and Microsoft best practice, integrating into SCC’s existing ITSM toolset ServiceNow. It offers a truly user-focused set of services which focuses on user experience (UX) as more than just SLAs. Our blend of services can be tailored to meet different user requirements, regardless of scope or location, to guarantee user satisfaction.

Driver for change

As technology evolves, so has the culture and working practices of many organisations. This has led to changes in the way we manage IT estates – particularly in the break/fix environment.

We understand that with millions of people now working from home – a shift that began well before COVID-19 and has only been accelerated by the crisis – technology is more critical than ever. SCC’s Next Gen Remote Field Services reflect this shift towards a faster, more reliable swap service to reduce downtime and maximise efficiency.

Despite a larger mobile workforce, there remains an expectation for on-demand IT services alongside a greater self-serve culture. This as more organisations are increasingly reliant on cloud computing, software-as-a-service (SaaS) application delivery, and consumed desktop services.

Just as technology has changed, attitudes towards sustainability and the environment have also come into focus, with greater emphasis placed on reducing carbon footprints and contributing more positively to the planet. SCC’s Next Gen Remote Field Services promote this by enabling seamless remote work and reducing the number of miles travelled by end users and engineers.

Next Gen solutions

Tech Bar
More than just a presence, Tech Bar is a holistic, user-focused and approachable face to on-site IT services. With engineers located in a highly visible dedicated IT support area within your office, the SCC solution includes the resources, processes, knowledge base and integrated management tools required.

Locker and Vending
Instant access to IT peripherals and consumables, and an ‘anytime’ location for storing devices such as laptops, with 24×7 swap-out device support. This can be fully integrated into SCC’s ITSM toolset.

Repair 365
Supporting the Configure 365 service and maintaining the integrity of your investment in IT (Windows 10, AutoPilot/Intune and Azure AD). Repair 365 integrates, automates and maximises UX in the office or at home. Repair 365 ensures devices remain secure, monitored, and managed.

Tech Exchange
To complement SCC’s own field engineering team, we can also deliver a UK-wide exchange service. Where on-site repair is not required, this delivers a fast-response device replacement.

Users of Next Gen Remote Field Services

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“As I regularly work from the Head Office, I want a flexible on demand service that’s available when I need it. Fitting around my schedule, focused on fast resolution and self-service.”

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“As I primarily work from home, I want an IT service that comes to me and causes minimal disruption to my working day.”

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Key benefits

Compliments existing break/fix services for EUC, POS, Server, Storage and Infrastructure.

Enables zero touch build and configuration as part of Windows 10 Modern Management.

Reduces the workload required for field and on-site engineers.

Uses a cost-efficient exchange approach as an alternative to on-site repair.

Expands IT service hours to be extended as needed, up to 24x7x365.

Puts an approachable, human face to onsite IT services.

Speeds up incident resolution to minutes versus traditional SLA-led services.

Directly increases customer satisfaction and UX with a User-centric approach.

All services are integrated and managed using SCC’s ITSM toolset (ServiceNow).

A day in the life

Related Factsheet

Complete technology protection

Next Gen Remote Field Services factsheet

Maximise the use of both technology and service, providing your users with an unbridled service you have complete control over.

 

 

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