Service Desk
Retail Assist’s ISO20000 accredited Service Desk provides a cost effective and responsive 24/365 service which delivers high levels of first time fix rates. Our team have all worked at the sharp end of IT in retail and ISO20000 is important to how we work. We apply the ITIL framework and principles and are a member of the Service Desk Institute (SDI) and IT Service Management Forum (itSMF).
We support numerous retailers in their service desk provision and are able to provide:
- Support for all areas of your business, including Head Office, stores and warehouses
- Support for any retail application but specialising in Infinity, Retail-J, Store6, Coalition, TRS – Store (Formerly known as Chameleon) ObjectPoS, Microsoft RMS, Merret, Mercatus, and JDA.
- 1st and 2nd line Store Systems support, plus out of hours support
- Head Office technical and administrative support
- Facilities Management, for calls relating to buildings and maintenance
- Incident and problem management reporting to strict Operational (OLA) and/or Service Level Agreements (SLA)
- Proactive trend analysis
- 3rd party supplier management
- Continuous Quality of Service reviews
With a Retail Assist Service Desk, you benefit from:
- The coverage you need at a cost aligned to your service requirement
- No recruitment, retention, sickness or training costs relating to the Service Desk
- No excessive overtime payments for out of hours cover - simply increase service requirements to suit your needs
- Call analytics and reporting enabling ongoing improvements
- Fixed per-store cost rather than per-incident charges
- Reduced cost of IT support due to the economies of scale provided by a shared service model tailored to your specific needs
- Get in touch:
- +44 (0) 115 853 3910
- info@retail-assist.co.uk
