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CONTACT US

WELCOME TO

KAPTEC

FOCUSED ON

EXCELLENCE

POWERED BY

RELATIONSHIPS

Kaptec are technology solution experts dedicated to your business and delivering best in class IT and telephony requirements. Through our dedicated team of specialists and consultants we will deliver a flexible solution that is tailored to the needs of your organisation.

Our flexible support packages provides the reassurance that should things go wrong, you will have a professional and capable partner to react speedily to your requests for assistance, to reduce the impact of any issues and to help restore services effectively.

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WiFi SITE SURVEY

Our on-site WiFi Surveys are for people planning new WiFi installation or upgrading existing infrastructure.

Our team of experts deliver professional WiFi Surveys, providing the detailed information required to design reliable networks. This includes the investigation and identification of the following key areas:

● Quality Coverage

● Any Sources of WiFi Interference

● Poor signal or quality of connection

● Optimum Access points

● Accurate Costs

Servicing Europe, America,
Middle East & North Africa.

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book your on-site survey

T: +353 (0) 94 9048900
E: Info@kaptec.com

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CONTACT CENTRE


Contact Centre is where we started. A contact centre manages all client contact through a variety of media such as telephone, fax, letter, email and increasingly, online live chat. Distinct from call centres, that purely handle telephone correspondence, contact centres have a variety of roles that combine to provide an all encompassing solution to client, and customer contact.

OUR SERVICES

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MANAGED SERVICES


Managed Services allow a business to outsource all their IT Operations. A Managed Service Provider assumes the responsibility for an organisations IT systems including 24/7 monitoring and problem resolution for employees and IT systems.

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CLOUD SERVICES


Are you or your Business ready for the Cloud? What is your best route and what fits your organisation? Which applications, what services and what technologies? We all agree there is no “One Size fits all” approach and some Businesses need support and guidance to make the right choices.

THE POWER OF

GLOBAL

ON YOUR DOORSTEP

24/7/365

Global
Reach

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Industries Served
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Employees
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Countries
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Languages

PROVEN
Performance

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Hours a Day
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Days a Week
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First Contact Resolution
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Calls Answered In Less
Than 15 Secound

WORKING TO

THE HIGHEST

INDUSTRY STANDARDS

CASE STUDY

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The Client

One of the world’s leading Financial largest investor groups, they help global investors focus on investing capital in a sustainable and compliant way

The growth of this business has been achieved through organic and acquisition which has created a complex IT environment.

The Client needed to build a Managed Technology Service Desk needed to build a Managed Technology Service Desk available 24/7/365 to meet the needs of their Global Offices.

Required people, process and technology to provide a world class service to their business users.

Recognised that this was a journey and needed a trusted partner that could deliver and at the same time be flexible enough to adapt as the business expanded.

The Project required an experienced Managed Service Provider (msp) who delivered best in class IT with capacity to support a global infrastructure

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The Solution

Assess the organisation’s business strategy and goals and how the IT infrastructure could support their execution and delivery.

Asses the current organisational infrastructure, in-house skills and IT capabilities.

After our initial audit and research, we carried out a gap analysis within the organisation and designed a tailored solution. At Kaptec we offer a flexible approach to IT requirements which enables us to tailor the solution to the clients existing infrastructure.

Our key focus was on delivery a cost effective and cost saving solution, maximising performance and profitability.

We designed and implemented a service agreement which included the following services:

Migrate the service to a central desk within Kaptec

The service desk plays a vital role in how the business’ IT infrastructure performs, and thus how the business itself performs. Given this, the migration to a new service desk platform represents a critical juncture, one that can either propagate a lot of past errors and inefficiencies or set the stage for long-term optimisation. Good planning and working with a strong and experienced partner during this stage is critical to successful implementation.

In order to maximise the migration opportunity we reviewed limitations of the existing system along with ineffective workflows and unsustainable processes. We took the time to fully understand all aspects that weren’t working and ensured those mistakes weren’t repeated in the new platform.

Knowledge Base of all existing procedures and identify gaps

We provided a knowledge base of all existing procedures and created a knowledge base of articles where gaps were identified.

User Portal

Kaptec delivered a user portal that allowed all business users to log any issues to the service desk via a ticketing system. This allowed for easy flow of information from business users and the support team. Users had the ability to check the status updates in real time.

Provide Level 1 and Level 2 Remote Support

Level 1 support filters help desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to level 2 support. Level 2 support or administrative level support provides in-detail technical support. Technicians are well-informed on products.

Deliver IT Procurement Services

Our procurement approach focused on delivering long term value while supporting the day-to-day operational aspects of the business. We provided end-to-end project management resulting in lower operating costs and allowing for greater monitoring of varying costs within the organisation.

Provide Daily Backup Check

The implementation of the daily back up check, back-ups all files and folders that have changed during the day and checks for any suspicious activity this process forms part of the company’s disaster recovery plan and should form part of every organisations plan in today’s technology environment. It protects the organisation from loss of data and can flag any potential threats, or breach, to the organisations data. A robust Managed security services is critical to every organisation in today's ever-changing business environment.

Monitor server and network alerts

We monitor the server availability and optimise for the organisation accordingly ensuring minimal downtime. Remote monitoring allows us to use monitoring tools which facilitate this process, the system instantly alerts us to any possible service interruptions so we can access and resolve the issue with little or no down time. For Global companies who’s customers can be in contact 24/7/365 this is an integral part of their overall service delivery large corporations simply cannot afford downtime and therefore our role is critical in ensuring this doesn’t happen.

Provide Major Incident Management

A Major IT Incident could be defined as an incident that significantly disrupts the business. Our role in this instance is to find the fastest resolution in the shortest time frame possible. Major Incident management is clearly defined at the early contract stages to ensure business continuity at all times. It's impact on the business can cause some or a mix of the following:

Financial Loss to the organisation

Loss of productivity through significant downtime

Damage to the organisations brand or reputation

Legal obligations unfulfilled.

Life or death situations.

Manage/Liaise with Third Party Suppliers

As part of the Kaptec service offering we liaise with suppliers on behalf of the organisation to ensure they are purchasing the right hardware and or software to fulfil the needs, goals and objectives of the organisation in the short and longer term.

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The Results

A World Class Technology Service Desk delivering KPIs with well trained staff, clear procedures and leading technology. Outcomes for the organisation: Increased Performance

  • Average of 97% of calls to the service desk answered in 15 seconds or less.
  • Average 72.3% First Contact Resolution
  1. Cost saving
  • Reduced downtime
  • Increased Productivity
  • Centralised Global support 24/7/365
  1. Increase reputation
  • Kaptec is ISO9001 Certified, ISO27001 Certified, Works to ITIL Standards

One of the world’s leading Financial largest investor groups, they help global investors focus on investing capital in a sustainable and compliant way

The growth of this business has been achieved through organic and acquisition which has created a complex IT environment.

The Client needed to build a Managed Technology Service Desk needed to build a Managed Technology Service Desk available 24/7/365 to meet the needs of their Global Offices.

Required people, process and technology to provide a world class service to their business users.

Recognised that this was a journey and needed a trusted partner that could deliver and at the same time be flexible enough to adapt as the business expanded.

The Project required an experienced Managed Service Provider (msp) who delivered best in class IT with capacity to support a global infrastructure

Assess the organisation’s business strategy and goals and how the IT infrastructure could support their execution and delivery.

Asses the current organisational infrastructure, in-house skills and IT capabilities.

After our initial audit and research, we carried out a gap analysis within the organisation and designed a tailored solution. At Kaptec we offer a flexible approach to IT requirements which enables us to tailor the solution to the clients existing infrastructure.

Our key focus was on delivery a cost effective and cost saving solution, maximising performance and profitability.

We designed and implemented a service agreement which included the following services:

Migrate the service to a central desk within Kaptec

The service desk plays a vital role in how the business’ IT infrastructure performs, and thus how the business itself performs. Given this, the migration to a new service desk platform represents a critical juncture, one that can either propagate a lot of past errors and inefficiencies or set the stage for long-term optimisation. Good planning and working with a strong and experienced partner during this stage is critical to successful implementation.

In order to maximise the migration opportunity we reviewed limitations of the existing system along with ineffective workflows and unsustainable processes. We took the time to fully understand all aspects that weren’t working and ensured those mistakes weren’t repeated in the new platform.

Knowledge Base of all existing procedures and identify gaps

We provided a knowledge base of all existing procedures and created a knowledge base of articles where gaps were identified.

User Portal

Kaptec delivered a user portal that allowed all business users to log any issues to the service desk via a ticketing system. This allowed for easy flow of information from business users and the support team. Users had the ability to check the status updates in real time.

Provide Level 1 and Level 2 Remote Support

Level 1 support filters help desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to level 2 support. Level 2 support or administrative level support provides in-detail technical support. Technicians are well-informed on products.

Deliver IT Procurement Services

Our procurement approach focused on delivering long term value while supporting the day-to-day operational aspects of the business. We provided end-to-end project management resulting in lower operating costs and allowing for greater monitoring of varying costs within the organisation.

Provide Daily Backup Check

The implementation of the daily back up check, back-ups all files and folders that have changed during the day and checks for any suspicious activity this process forms part of the company’s disaster recovery plan and should form part of every organisations plan in today’s technology environment. It protects the organisation from loss of data and can flag any potential threats, or breach, to the organisations data. A robust Managed security services is critical to every organisation in today’s ever-changing business environment.

Monitor server and network alerts

We monitor the server availability and optimise for the organisation accordingly ensuring minimal downtime. Remote monitoring allows us to use monitoring tools which facilitate this process, the system instantly alerts us to any possible service interruptions so we can access and resolve the issue with little or no down time. For Global companies who’s customers can be in contact 24/7/365 this is an integral part of their overall service delivery large corporations simply cannot afford downtime and therefore our role is critical in ensuring this doesn’t happen.

Provide Major Incident Management

A Major IT Incident could be defined as an incident that significantly disrupts the business. Our role in this instance is to find the fastest resolution in the shortest time frame possible. Major Incident management is clearly defined at the early contract stages to ensure business continuity at all times. It’s impact on the business can cause some or a mix of the following:

Financial Loss to the organisation

Loss of productivity through significant downtime

Damage to the organisations brand or reputation

Legal obligations unfulfilled.

Life or death situations.

Manage/Liaise with Third Party Suppliers

As part of the Kaptec service offering we liaise with suppliers on behalf of the organisation to ensure they are purchasing the right hardware and or software to fulfil the needs, goals and objectives of the organisation in the short and longer term.

A World Class Technology Service Desk delivering KPIs with well trained staff, clear procedures and leading technology.

Outcomes for the organisation:

  1. Increased Performance
  • Average of 97% of calls to the service desk answered in 15 seconds or less.
  • Average 72.3% First Contact Resolution
  1. Cost saving
  • Reduced downtime
  • Increased Productivity
  • Centralised Global support 24/7/365
  1. Increase reputation
  • Kaptec is ISO9001 Certified, ISO27001 Certified, Works to ITIL Standards

COMMITTED TO

DELIVERING YOUR

BUSINESS GOALS

CUSTOMERS WE WORK WITH
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OUR GLOBAL OFFICES

Ireland (Corporate HQ)
Contact Centre Services Ltd
Kaptec House,
Moneen Road,
Castlebar,
Co. Mayo
Ireland
F23 WP71

T.+353 (0) 94 9048900
F.+353 (0) 94 9048910
E.info@kaptec.com

UK
Support Office
49 London Road,
Maidstone,
Kent,
ME16 8JE

T.+44 (0) 16 222 333 44
E.info@kaptec.com

UK
Kaptec Telecom Services Ltd.
Registered Address
Corner Oak,
1 Homer Road,
Solihull
West Midlands,
B91 3QG

Czech republic
Cube4 Elements s.r.o.
Kodaňská 1441/46
Vršovice
101 00 Praha 10
v obchodním rejstříku vedeném u Městského soudu v Praze v oddílu C, vložce číslo 230627

T.+420 776 875 331
E.info@cube4elements.com

Contact UsFollow us + 44 (0)16 222 333 44+353 (0) 94 9048900+420 776 875 331
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