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Retail Assist adds FM helpdesk services

01 November 2007

Retail-only solutions and service provider Retail Assist has has extended its IT Helpdesk services to provide a complete FM Helpdesk 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).

Dan Smith, Managed Services Director at Retail Assist explained: “Our teams already support a wide range of retail applications and store systems. It seemed a natural progression to extend our helpdesk 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 Helpdesk users enjoy to a full FM service.”

FM support can be retained in isolation or as part of a joint FM/IT Helpdesk service, and will include the proactive trend analysis, supplier management and continuous performance review that IT Helpdesk 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 Helpdesk has come through Retail Assist’s JV with 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 Helpdesk 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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