Europe-Wide Service Desk Contract

Europe-Wide Service Desk Contract

Nottinghamshire-based Retail IT services specialist Retail Assist has secured a three-year contract to provide selectively outsourced IT support services to a major pan-European luxury brand retailer.

The Burberry Group has tasked Retail Assist to provide first and second line Service Desk and technical support for its stores throughout Europe. Service Desk support will be available in English, French, German and Spanish via dedicated telephone lines, depending on the native language of the caller.

The deal further enhances the relationship that Retail Assist has built with Burberry, having already been providing Polling Support and a Remote- Operations Support service to the retailer for a number of years.

Retail Assists' expert team of retail-experienced Service Desk analysts will be available 364 days a year to support Burberry's in-storeCoalition- EPOS solution, supplied by NSB.

The contract will also see Retail Assist providing help desk support for Burberry's end users of the 'Merret' merchandising and warehousing system, selected from Grantfort Computer Services (GCS), as well as coordinating hardware maintenance services and on-site technical support for the stores.

Martin Schofield, Retail Systems Manager at Burberry commented: "We were already very impressed by Retail Assist's ability in providing selectively outsourced IT support services to Burberry, as well as other retailers. Their ability to provide a resolution driven, retail-focused and multi-lingual Help Desk service to meet the needs of our Europe-wide store network, was something other companies were not able to match."

Alan Morris, Business Development Director at Retail Assist, added: "We are delighted that Burberry has once again chosen Retail Assist's selective outsourcing service. Their commitment to a three-year contract shows great confidence in our capability to provide a Service Desk and technical support to a store network covering many countries across thousands of miles.

"We believe that our ability to support retailers operating in more than one country will play a crucial role in the development of Retail Assist's business in coming years, as the EU is increasingly looked upon as a single trading area"


    • Sign up to our email newsletters to keep up to date
    • with retail news and enter our monthly prize draw