Service Desk to IT and store users

service-desk-a-it-e-utenti-di-negozi-img

Our IT Support Services for Stores meet a growing need in companies operating in the Retail world: outsourcingly entrust all services related to correct store IT infrastructure functioning, from hardware devices to software applications or connectivity.

They are provided by our ServiceDesk, a team made up of 50 multilingual and ICT professionals directly operating from our premises.

Key elements:

  1. Responsibility: Our ServiceDesk is the SPOCSingle Point of Contact & Responsibility towards customers for any criticality related to hardware and software infrastructure management.  In fact, it manages escalation to Third Parties, assuming responsibility for ticket control up to complete closure and being present for on-site interventions together with operators in the delicate phases of new store openings or site transfers. To be able to manage and administer Assistance requests from over 5,000 users in Europe in an organised way, our services include a multilingual ticketing tool, EriZone (based on OTRS).
  2. Proactivity: Every customer is supported by a Service Manager, who works side by side with the IT Dept. and monitors service evolution and respect of SLA’s by means of periodic service reviews, indicating criticalities and proposing improving actions towards quality objectives and process optimization. Service Managers and Team Leaders have obtained the ITIL Foundation Certificate in IT Service Management.
  3. Expertise: Our ServiceDesk has acquired in-depth knowledge of Retail processes thanks to our experience with companies such as Geox, Benetton, Moncler, OVS, Coin, Stefanel, L’Oreal, Gas Jeans, Salewa and Under Armour. It provides assistance on the main software applications like CBR and Mars by Cegid; XStore, Stores2 and Rpos by Oracle, Pos2000/Shop by Sinesy and is constantly updated on tools, operating modes and main criticalities communicated by users.

Read about our experience in Salewa, Under Armour & Moncler.