- Get In Touch
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!
Whether it's looking after your entire IT function or managing specific areas, we offer IT helpdesk services that work for your organisation.
Our 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.
We’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.
The 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.
Simon Brealy, Head of Global IT Services at Ted Baker, said: “Some of the best provisions and offerings from Retail Assist were very much around the cost-effectiveness, providing us with a 24×7 support function and something that was critical for Ted Baker was the bilingual support that we got from the team.”
Average 2020 figures
Helpdesk support is an outsourced IT service designed to form an extension of your business, where tech issues are managed end-to-end via a single point of contact, so you can continue with business as usual, with minimum disruption. Usually, helpdesk support is responsible for answering queries, resolving issues and addressing system and user issues in a timely fashion. However, our Help Desk takes a proactive approach focussing on system uptime, preventing issues from occurring in the first place.
Our support suits all sectors; however it can be specialised for the retail and hospitality sectors – with more than 20 years of experience, we know the types of problems they face, and the importance of the customer experience.
Good helpdesk support is all about proactively anticipating customer needs, taking ownership until resolution, simplifying the customer support process and documenting procedures and processes, so ticket activity can be accessed and updated easily.
For us, good helpdesk support isn’t enough. We provide ISO 20000 accredited, award-winning helpdesk support that’s available 24 hours a day, 7 days a week, 365 days a year, in a variety of languages, meaning problems and issues don’t have to wait for standard office operating hours.
Typically a service desk manages incidents, service requests and handles communication with end-users. A helpdesk is usually a component of a service desk, improving IT and business processes across an organisation.
A service desk is the single point of contact between the service provider and its users, managing incidents, service requests and handling communication with end-users and third parties. Whilst we may call our service “help desk support”, we operate with service desk principles. In our view we are there to “help” and provide full levels of service management.
First 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.