info@retail-assist.com

+44 (0)115 904 2777

Retail Assist

Help Desk Support

helpdesk support

Tech problems getting in the way of trading? Maintain the best in customer service, and call a helpdesk support team you can believe in.

What are the benefits of our 24-hour Help Desk support?
helpdesk support
helpdesk support IT support experience

With decades of retail and hospitality store IT support experience, you’re in safe hands. Your customers' experience is at the core of everything we do.

helpdesk support Our people

Work with the best people in the business (not that we’re biased). We take complete ownership, and see it through to resolution.

helpdesk support Proactive monitoring

The real value is the calls you don’t need to log. Our dynamic approach identifies problems before they occur.

helpdesk support Central point of contact

A central point of contact for all IT issues – we manage all third-party relationships so you don't have to.

helpdesk support

Help Desk Support

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.

We’re a technology business and our focus is on delivering Help Desk 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. 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.

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!

The Help Desk

We believe our Help Desk support team are unparalleled in the incredible customer service they deliver to our customers, whether it’s first thing on a Monday morning, last thing on a Sunday evening or even on Christmas Day. We’re here whenever you need us.

With constant support and proactive monitoring as standard whatever the day or time, it’s all about providing the best possible experience for your teams – and your customers.

Many places say they are award-winning, but here are some of our actual awards for Managed IT Services:

helpdesk support
Check out our numbers

Average 2020 figures

helpdesk support Average answer time
25
seconds
helpdesk support Total incidents managed
226968
helpdesk support SLAs met
99.7
%
Client Testimonial

Don’t just take our word for it. Ted Baker use our Help Desk support globally - take a look at what they have to say.

Simon Brealy, Head of Global IT Services at Ted Baker, said: “Retail Assist was by far and away the best partner for Ted’s retail brand.”

FAQs

What is helpdesk support responsible for?

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 support has a proactive approach, preventing issues from occurring in the first place. Our Help Desk support is provided over the phone and via email, with continuous updates regarding issue resolution.

What makes a good helpdesk?

Good helpdesk support is proactivity, 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.

At Retail Assist, good helpdesk support isn’t enough. We provide ISO 20000 accredited, award-winning helpdesk support that is available 24 hours a day, 7 days a week, 365 days a year, and in a variety of languages, meaning problems and issues don’t have to wait for standard office operating hours.

Do you follow ITIL incident management guidelines?

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 support 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!?

What is a helpdesk service?

A service intended to provide the end-user with help and information usually for technology problems. Our Help Desk support is 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. Our Help Desk support is all about system uptime, and preventing things from going wrong in the first place.

What are the advantages of a service desk?

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 “helpdesk support”, we actually operate with service desk principles. In our view we are there to “help” and provide full levels of service management.

What is the difference between a helpdesk and a service desk?

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.

What is the difference between helpdesk support and second line support?

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. It may require booking an engineer to go out and fix the issue, or may involve remote logging to the till system, or device, 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. Here the problem is investigated further, and a resolution is found.

What technology systems are supported by Retail Assist?

There is no limit to the in-store technology, or head office systems we support. We will spend time working with you whether this be on legacy software, hardware or latest technology, the chances are we have 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 to find a better way of finding that fix.

Want to outsource your IT 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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© 2021 Retail Assist. The Hub, 40 Friar Lane, Nottingham, NG1 6DQ
info@retail-assist.com | +44 (0)115 904 2777

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