Help Desk Support

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.

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.

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!?

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.

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.

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.

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.

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.