IT services and solutions for retail and hospitality

  • 1 Nov 2007

New FM Service Desk

Help Desk

Retail-only solutions and service provider Retail Assist has announced an extension of one of its core IT Service Desk capabilities, In addition to providing a comprehensive 24/365 IT Service Desk to a number of retailers, the company has extended this to a complete Facilities Management Service Desk offering.

Retailers can now enjoy an expanded service which provides either a full-time or “out of hours” resource to manage all calls relating to buildings and operational items, from incident through to resumption of service. Incident management and reporting are conducted to Operational (OLA) and/or Service Level Agreements (SLA).

Explains Dan Smith, Managed Services Director at Retail Assist: “Our teams already support a wide range of retail applications and store systems. It seemed a natural progression to extend our Service Desk to constitute a hub for all the problem areas to which a retailer can be exposed. We apply the same benefits of flexibility, expertise, cost-effectiveness and ownership that our IT Service Desk users enjoy to a full FM service.”

FM support can be retained in isolation or as part of a joint FM/IT service, and will include the proactive trend analysis, supplier management and continuous performance review that IT Service Desk users such as Warehouse, Principles, adams kids, World Duty Free Europe (WDFE), Harvey Nichols, Inglot, Threshers and Odin already benefit from.

The first opportunity to provide an FM Service Desk has come through Retail Assist’s joint venture with international management & construction consultants, Gleeds, whereby 24/7 support is made available to Marks and Spencer’s 25 outlet stores located throughout the UK.

Concludes Alan Morris, Managing Director at Retail Assist: “Retailers are finding that there’s much to be gained from creating a centralised Service Desk which provides timely and quality support to store staff, distribution centre and head office users alike. A single point of contact for all systems-related issues, and for incident and problem management covering store systems, general retail operations and facilities management, is a cost-effective and efficient approach.”

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