31/05/2016

Capita Support Services Are Changing For The Better

Capita would like to inform schools of some important changes which are continuing to take place to improve the service they offer.

Continuous Improvements To Your Service

Last year, Capita increased customer satisfaction and reduced resolution times by relocating its email, mail filtering and web hosting help desk to a specialist education centric unit in Chelmsford.

To further these improvements, the web filtering and DNS enquiries help desk will now be moved to a specialist desk focused purely on these technologies. This change will ensure that you receive the highest quality of service from Capita.

About The New Help Desk

On 1 June 2016, the service desk for web filtering, DNS and connectivity issues will move to a dedicated Updata desk. Updata is part of the Capita group and is focused specifically on – and experienced in – these types of technologies, already providing similar services for a number of Local Authorities and individual sites.

What Will This Mean For My School?

  • The telephone number you call will not change. You will continue to reach the help desk on 0333 321 0350.
  • You will also be able to log incidents by email or via a self-service portal.

The table below provides details of the various contact routes:

Capita Helpline

Using The Updata Self-Service Portal

You will need to register for access in order to use the self-service portal. Simply email customer.support@updata.net writing “New portal access request” in the subject field, with the following information:

  • Your name
  • School name
  • Updata Site ID for your site.
  • The request should be sent from a school email account

Following validation, a user account will be provided.

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