Our multi-award-winning IT service desk offers flexible helpdesk support to keep your business trading.
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Whether you’re a retailer, hospitality vendor or a corporate office, we’ve got your back. Whether it’s through our proactive tracking of your stores’ tills, often noticing problems before your staff do or through accessing our help whenever it’s needed, we’re all about a hassle-free experience.
Whilst we’re proud of our impressive call stats, we’re most proud of the calls we prevent in the first place. Our main aim is to prevent something going wrong in the first place, meaning that whatever happens, we’ll keep you trading!
Tailored IT support to suit your needsWhether it’s looking after your entire IT function or managing specific areas, we offer IT helpdesk services that work for your organisation.
Out-of-hours service deskOur flexible support means we can be there when your in-house teams aren’t – whether that’s evenings, weekends, or holidays, we’ll work with you to ensure consistent service delivery after hours.
Helping to keep you tradingWe’re a technology business and our focus is on delivering helpdesk support for future trading requirements. We can utilise key data from machines on your sites and contextualise it with local event information, weather reports and social media feeds to prioritise your fix based not only on store location, but also of its importance to you.
Proactive IT monitoring and responseThe real value is the calls you don’t need to log. Our dynamic approach identifies problems before they occur. We use intelligent algorithms to provide the most appropriate response and provide a fix, sometimes without anyone even picking up a phone, or spending time away from serving your customers, to maintain and provide the best possible in-store experience.
We’re here to provide the best possible experience for your teams – and your customers.
Over two decades of IT support experience
A central point of contact for all IT issues
Complete ownership of all requests through to resolution
Year-round, 24/7, multilingual service
Customer experience is at the core of all we do
Support for home, office and on-premise employees
Trusted by major brands including Ted Baker and Pizza Hut
Award-winning, including SDI Best Customer Experience 2019
Chris Phylactou, Managing Director at Papa Johns, said: “We know factually that our best customers are our most loyal customers. We’re trying to grow loyalty within Papa Johns. We know we’re going to do that by having great pizzas delivered on time and delivered hot — and in the background, making sure that our tech is innovative and reliable. I don’t think you can have one without the other.”
Average 2020 figures
Average answer time
Total incidents managed
SLAs metFirst line helpdesk support is often regarded as the triage of the issue. The user will describe the problem and our Help Desk analysts will do their best to resolve it at first line. This could involve remote logging to a device, or we may need to book an engineer to go out and fix the issue; but all of this is managed and communicated via our first line support team. Should the issue need further investigation, this is when we refer the problem to our second-line support team where a resolution is found.
ITIL (Information Technology Infrastructure Library) incident management is the process of managing IT service disruptions and restoring services within agreed service level agreements (SLAs). Within ITIL service management, incidents are recorded and resolved as quickly as possible, and full trend analysis is carried out to prevent further issues from occurring.
Our IT Help Desk follows the ITIL framework for incident management, is ISO 20000 accredited and holds membership with the Service Desk Institute (SDI). What more assurance could you need that we provide quality best practice and effectiveness?
There’s no limit to the technology, or head office systems we support. We’ll spend time working with you; whether this be on legacy software, hardware or the latest technology, the chances are we’ve worked with it before. Our teams often spend time on site with clients to fully understand the operational systems in place, and then proceduralise all fixes, along with our continuous improvement approach which is always looking for better ways of finding that fix.
Want to outsource your Help Desk support? Or maybe your existing IT team need a bit of the heat taking off them? Fill in your details below and let us know how we can help.
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Registered in England. Company number: 03790674
info@retail-assist.com | +44 (0)115 904 2777
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