October 12, 2020 | Blog

What customers are gaining from our technical helpdesk solution


Technology plays a fundamental role within any physical trading environment and in today’s digitally-charged world, businesses simply couldn’t operate without it. In-store technologies are constantly advancing, and businesses are using them to develop new, innovative digital experiences to meet the increasing expectations of today’s consumer.

Systems’ up-time is crucial for merchants and the millions of customers who demand an efficient and engaging shopping experience, without disruption.

However, the sad reality is that no system is failproof. As we are all too aware, our IT systems can let us down when we least expect, when we need them most. When these systems break down, the longer the downtime, the longer they are losing potential transactions from their customers – both time and money that cannot be recovered.

What can organisations do to ensure that they have a reliable solution in place when these unavoidable, high-pressure instances occur?

At the heart of Vista’s operations is our single-point-of-contact technology helpdesk. For more than 20 years, we’ve been providing IT helpdesk support as part of our core managed services. We’ve designed our helpdesk as a shared service, to seamlessly manage all IT systems communications, queries and incidents to resolution, in the most cost effective and hassle-free way for our customers. What’s more, we ensure our helpdesk is constantly evolving in line with the ever-changing technology landscape.

Our helpdesk not only resolves issues at the first point of contact, but also manages specific third-party suppliers and resolvers on behalf of our customers. So, whatever the issue and whatever technology it involves, we can take care of it.

A team driven by empathy

Our team of helpdesk analysts has an ethos of total empathy with our customers. They know what it feels like to experience those “computer says no” moments, how vital it is to get the problem resolved as quickly as possible, but most importantly, they know what it takes to resolve it.

That’s why our team works continuously to expedite incident resolution, fixing most issues at both first and second line. They will also transfer incidents to the correct third-party resolver and manage these resolvers to minimise the risk of disruption to trading.

As part of our commitment to our Continuous Service Improvement programme, our service levels are constantly managed to exact standards to ensure we are driving only the best practices throughout our organisation. Not only this, but our helpdesk is both ITIL certified and ISO 20000 compliant, meaning you can be certain you are working with the best service delivery model possible for your helpdesk solution.

What are customers gaining from our helpdesk?

A flexible support model.

Our helpdesk model is strategically designed to provide our customers with flexibility, delivering the right support framework to meet the unique requirements of every business. Whether the requirement is to selectively outsource only a part of their helpdesk, or they would like a complete technical services solution, Vista will work with them every step of the way to develop a support model that is cost-effective and doesn’t compromise on quality of service. And when it comes to implementation, we make sure our customers experience a natural extension to their existing internal resources, processes and procedures throughout the entire transition process.

A single point of contact.

It’s a well-known fact that traditional IT helpdesk models are typically outsourced. Vista’s helpdesk acts as the single point of contact for all our customers’ IT systems queries and incidents, ensuring that critical issues are addressed within and outside of standing working hours. We understand the urgency of system management, and we work to ensure our customers are supported and that they always have someone available to help at the end of the line.

Centralisation of all activities.

Disparate systems can often lead to miscommunication and efficiency issues, as businesses dedicate more time trying to string together pieces of problem ownership and analysis. Our helpdesk offers no gaps between multiple suppliers, but provides one voice for all incident management activities. Having one technology partner take ownership for all IT incidents and have the ability to resolve the vast majority of the these incidents in-house means customers no longer experience the delay and additional cost of involving third party resolvers or outsourced field service engineering teams.

End-to-end diagnostics.

Where many third-party helpdesks can excel in one thing or another, Vista’s helpdesk provides expert software and hardware diagnostics. We assume full ownership for all incidents logged with us, so there is no ambiguity in SLA measures, and no delays due to our seamless integration with all resolver groups.

Data and BI.

At Vista, data is our biggest friend. Interrogating the wealth of data generated from our service management system allows us to provide valuable business insights to our customers. These insights identify any specific trends which will help with problem diagnosis and fault resolution, whilst keeping costs to a minimum. It’s our helpdesk’s job to ensure that our customers have as much key data as possible, to enable them to go about business as usual without the risk of IT interruptions.

There’s no doubt that a well-managed, experienced helpdesk can bring major cost savings and efficiency gains to businesses. At Vista, we’re proud to have established a helpdesk based on a partnership of total trust with our customers. We use our team’s experience to expedite incidents to resolution, so that we can get our businesses back up and running as quickly as possible and back to serving customers.


If you’re interested in learning more about what our helpdesk can do for you, why not get in touch? Chat to the team: sales@vistasupport.com.