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Retail Assist

Inside Our IT Helpdesk

  • 11th March 2024

Written by Andréa Williams, Head of Marketing

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In our latest video, we take you behind the scenes and give you an exclusive insight into the different roles on our IT helpdesk and how they contribute to delivering an excellent service to our range of retail and hospitality customers.

Click here to watch the video on YouTube.

Client Lead Analysts: Subject Matter Experts

At Retail Assist, we pride ourselves on our unique structure across our service desk. Each customer is assigned at least one Client Lead Analyst who serves as a subject matter expert responsible for transferring knowledge across the desk.

Stephen Richardson shares his role as a Client Lead Analyst. He provides knowledge to other analysts and acts as a point of contact for the client. Stephen emphasises the importance of our knowledge base, Agent Assist, which allows analysts to triage and resolve issues at the first line. He takes responsibility for ensuring the knowledge base is up-to-date, ensuring a consistent and seamless service delivery.

Call Analysts: Day-to-Day Incident Management

Our team of Call Analysts are responsible for the day-to-day management of incidents. As the first point of contact for customers, their role involves establishing the issue and using our knowledge base to resolve it. Collaboration is key, and if needed, they can bring in other team members or direct the customer to the right area for a swift resolution. Trade-impacting issues take precedence as they affect our customers’ operations.

Service Delivery Leads: Ensuring Smooth Operations

Communication and smooth operations are vital during major incidents. We have an experienced team of Service Delivery Leads responsible for resourcing and skills across the service desk. Their job is to ensure the right people are scheduled at the right times to handle calls and action tickets. Daily team meetings are held to discuss client-related matters, and during major incidents, they ensure there is sufficient phone coverage and the right people available to focus on resolving issues.

To monitor tickets and prioritise workload allocation, our team uses dashboards. These dashboards also help Service Delivery Leads identify common themes in tickets, enabling us to address underlying major issues. Transparency is crucial to us, and the dashboards provide our customers with complete visibility into our operations, offering insights into everything we do.

By leveraging our unique structure and dedicated team of Client Lead Analysts, Call Analysts, Service Delivery Leads, with the help of our knowledge base and dashboards, we are able to deliver a seamless service to our customers. At Retail Assist, we are committed to providing exceptional support and ensuring the success of our clients.

Contact us today to experience the difference our helpdesk can make for your business.

  • 11th March 2024

Written by Andréa Williams, Head of Marketing

Add me on LinkedIn

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