Vista resolves over 200,000 retail hospitality and healthcare IT incidents every year with many incidents being resolved remotely by our IT Service Desk.

Vista’s IT Service Desk mission is to make it easy for our customers to access technical assistance when it’s needed most, in a method that works best for them.

Flip through our brochure for a quick overview of our service:

Vista’s IT service desk team is based in Cardiff, Wales. The team consists of over 30 first and second line IT analysts who manage a range of IT incidents and service requests for customers including: password resets, setting up new active directory accounts, managing IT incidents and either resolving in-house or triaging and passing to the correct incident resolver group. The percentage of incidents resolved at 1st or 2nd line averages between 60%-70%, with some customers presenting incidents with a higher level of technical complexity than others. The remaining incidents are resolved by Vista IT Maintenance Break-Fix Teams or the customer software application providers.

Our aim is always to “shift left”. To achieve this, Vista analyses data and insights in order to form initiatives to reduce the most common IT incidents. Vista also focuses on customer IT education so that the users of IT fully understand how their systems work and are able to utilise it to its maximum potential.

Vista’s continuous service improvement culture results from the investment we make in our service desk people, our processes and technology – all three are highly commended by our IT service desk customers, with Vista colleagues often being referred to as “an extension of their own internal teams”.

In the event that incidents require an engineer to attend the customer premises, and Vista’s Managed IT Services and Maintenance Break-Fix customers enjoy the peace of mind that Vista provides end-to-end IT support for their retail, hospitality and healthcare IT customers throughout the UK and Ireland.

Vista provides a unique opportunity to act as your complete Managed IT Services partner, offering an end-to-end solution from first point of contact to fault diagnosis and resolution.

Our IT Helpdesk combines the use of the latest technologies with our extensive knowledge and sector-leading experience to provide you with excellent service 24/7, 365 days a year. Our helpdesk’s unique knowledge base ensures that our analysts have the latest information readily available to resolve any issues quickly and effectively.

We encourage innovation, continual improvement and efficiency. This has led us to create a cost-effective, bespoke support service with excellent customer service levels and vastly reduced incidents.