> Xerox Services

Desktop Management

Xerox's Desktop Management service provides a complete solution for managing your desktop infrastructure and environment. Our service consists of four major elements:
 
End-User Service Desk 

Xerox end-user service desks are located at our Operations Centres in Telford and Manchester. Our service desk teams are highly skilled at resolving requests for help without recourse to second-level support.

Predefined procedures and scripts help to quickly resolve straightforward or common incidents. Our principle service objectives are to:

  • Make it easy for users to report incidents
  • Promptly respond to all reported incidents
  • Proactively manage all incidents through to resolution
  • Keep users apprised of the status of their calls
  • Maintain an audit trail of all actions relating to a call
  • Apprise the client of state of service via regular reports and service review meetings
  • Create a more satisfied user community.

Desktop Support 

We will:

  • Provide remote or on-site technical support for desktops, laptops and networked printers
  • Manage the resolution of all technical issues, including connectivity, operating system (Windows or Novell) and hardware incidents
  • Manage any other third-party support providers
  • Undertake initial investigation of application software incidents, and escalate to an appropriate support provider if needed
  • Manage remote updates for operating system and application software
  • Track all reported incidents and provide regular status updates and reports.

Desktop Maintenance 

We don’t just guarantee call response times; we guarantee fix times. By doing so, we help you minimise downtime and protect your hardware investment.

Our nationwide maintenance and support operation includes a central repair and refurbishment centre in Telford, with engineering teams throughout the country. Our Engineering Department is based in Telford and is accredited to carry out warranty repairs on HP, Toshiba, Lenovo and IBM products.

All bench repairs are made in the static-safe environment of our purpose-built workshops. We can also provide a bench or on-site repair service for many types of printers and other peripherals.

Procurement 

We give you the best possible value on equipment and software. To that end, we will offer pre-sales help and advice on proposed purchases, together with evaluation equipment as required.

Plus, through our network of vendors and distributors, we can take advantage of Vendor Special Bid pricing and Framework Agreements. For software purchases, we always strive to offer advantageously priced Volume Purchase Agreements to reduce your costs.

Key Benefits 

  • Simple, efficient resolution of incidents with a single phone call
  • UK-based support teams
  • Managed escalation and reporting, relieving administrative burdens from your in-house resources
  • Greater user satisfaction and increased productivity

Want to find out more about Desktop Management? One of our Managed IT Services specialists can give you a call. Simply complete the Contact Request Form beneath "Contact Us" to the right and we’ll be in touch.