Maintenance services

Hardware maintenance is a core competence of Barron McCann.

We offer Service Level Agreements ranging from a 2 hour to next day fix, fully tailored to meet your changing business requirements.

Our ITIL based service model is fully ISO 20000 compliant, and encompasses active service level monitoring, management and development. We engage actively with you and your suppliers to ensure the maximum level of return possible from your IT assets, and thereby enhance customer perception and loyalty.

Our maintenance services encompass a workshop to extend the working life of hardware, a helpdesk to address your immediate issues remotely, and an engineering team qualified to fix your issues on site.

Workshop

Our workshop services allow our customers to substantially extend the working life of their IT assets beyond the lifetimes supported by their OEMs (Original Equipment Manufacturers). Our workshop is located in our Derby headquarters to ensure security and consistency of repair.

Key features include:

• 30 engineers over a 7 day shift covering 08:00 - 18.30.
• Approximately 5,500 repairs per month are performed with less than 1% failure on subsequent installation.
• Support for all major manufacturers ranging including IBM, Toshiba, Cisco, HP, Compaq, DigiPos, Fujitsu, Motorola, Epson, Brother, Oki and Lexmark with the ability to repair all items down to component level.
• A dedicated team monitors inventory levels & usage - effectively controlling and prioritising repairs based on account-specific operational requirements.
• All equipment is tracked by serial number to ensure that rogue units are not introduced at any point during the workshop process.
• Devices that cannot be directly repaired by the Workshop service (such as Chip & PIN units) are repaired by their respective manufacturers - managed by BMC to ensure that the relevant SLA's and quality levels are complied with.

Helpdesk

Barron McCann's helpdesk is based in Derby and currently handles over 6,000 service requests per month.

Service requests can be logged via our web portal, structured email, automated electronic links between our respective helpdesks, phone or fax. All requests are logged on our Microsoft Dynamics management system, which ensures efficient management of any assets required - from engineering resource to appropriate inventory.

All calls received by our 24/7 service desk are vetted technically on receipt. The depth of this process is dependent on the customer's requirements but can vary from contacting the end user directly, to making an informed decision on whether, based on systems knowledge and history, the engineer will achieve a first time fix or a part should be dispatched to meet the engineer. This ensures a far greater number of first time fixes, minimising business impact on the client.