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INDUSTRY INSIGHTS

  • 17 Dec

Internationalisation Of The Retail Assist Help Desk

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With more brands expanding their business on an international level, it is important to ensure a good range of language capabilities when offering helpdesk services. This is why we at Retail Assist have started to think internationally by expanding our team with native and learned speakers of a range of languages – a service that is available in an addition to our current international capabilities.

We took the time to discuss this update to our service with Helpdesk Manager, Anthony Collings, to gain insight into how this will impact upon the future of the help desk, and how it will benefit future and existing clients.

Charlotte: First of all, let’s talk a bit about you. How long have you worked on the Retail Assist help desk? And can you tell us a bit about your role?
Anthony: I have worked on the helpdesk for over 6 years now, I did Helpdesk Admin for 6 months, and worked as Helpdesk Analyst for 3 years, Team Leader for a year, Supervisor for a year, and am currently Manager.

Within my current role I oversee and manage the helpdesk (this is made up of Team Leaders, Analysts, Handlers, Admin and Desktop Support.)

We provide 24/7 support 365 days a year and we provide the link between the helpdesk and the other team members of Retail Assist whilst also acting as an escalation point for our clients.

We also oversee the work to ensure we deliver within budget and in accordance to SLA’s, whilst suggesting and making changes to ensure we are continually improving upon all aspects of the helpdesk.

Charlotte: What had to be done to internationalise the helpdesk, how much work went into it and what steps had to be taken?
Anthony: Over the past 12 months we have seen many of our clients expand their operations overseas. With this in mind we wanted to ensure we had the language skills in place long before we were asked to provide these services to our clients, so we would be ready when they wanted them.

We looked into the languages required based on the location of stores and by speaking to clients to identify any markets they had future plans of expanding into.

Charlotte: Which languages are we currently able to deliver?
Anthony: We currently provide language skills in Italian, Polish, French, Spanish, Portuguese, Mandarin and German.

Charlotte: What are your thoughts on this change, and how has the change impacted the way you and your team work?
Anthony: This change is really positive and my thoughts are that it brings a new challenge and a new approach to the services we can offer, it provides another service we can deliver and keeps us one step ahead of our competition. It will also benefit all departments within Retail Assist, as these skills mean we have the ability to talk directly to clients and third parties abroad.

We can also translate conference calls and email communication.  This gets our analysts involved in other aspects of Retail Assist so they can see the wider scope of what we do as a company outside of providing helpdesk services.

Charlotte: How do you see this change benefitting clients?
Anthony: The benefit to clients is that they can expand abroad in the knowledge that they already have the helpdesk behind them to provide support in the above languages.

With this service we are able to help the clients deal with any of their suppliers abroad, giving them a quicker turnaround in resolution, and the exact same service as UK based users.

This will also benefit our clients as they will not be restricted to employing English speaking staff, as we will be able to communicate in a range of languages.

If you would like to know more about the internationalisation of the Retail Assist helpdesk, or about any of the services we provide, please give us a call on 0115 853 3910 to chat further.

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