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Retailing is one industry that can’t afford any downtime with their IT infrastructure, making the helpdesk vital. Imagine a scenario where a customer is waiting instore with their product and they ‘just’ want to pay for it. If the POS system is down, the ensuing problems could result in the customer not proceeding with their purchase. RetailCare offers a core product of providing essential helpdesk services on a contracted monthly basis. Access to a helpdesk with a quick response time, is crucial in keeping retail systems online and avoiding costly downtime. Our online helpdesk and logging system also provides a means of logging problems which are not critical or urgent.
Helpdesk services come in two different formats:
First Level Support covers the inbound call to the helpdesk coming from the retailer. Generally, the reason for the call would be considered urgent and would be handled as such. Reasons for contacting the helpdesk could range from a docket printer not operating correctly to complete POS system failures.
Second Level Support is where we make out bound calls to the stores and assist them with upgrades and small POS fixes and provide a level of online training.
