IT Service Desk

EPoS Support

Remote Monitoring
& Management (RMM)

IT Self-Service Portal

IT Service Desk

IT Support for business users when they need it.

Vista’s Retail, Hospitality and Healthcare IT Service Desk analysts are always readily available to assist our customers with Service requests, EPoS and IT Support. 

Vista Technology Support provides IT service desk and 1st/2nd line service desk to some of the largest and well-known retail, hospitality and healthcare businesses in the UK and Ireland. Vista’s IT service desk customers include: Papa John’s, Hotel Chocolat, as well as one of the fastest growing supermarket chains together with the UK’s largest chain of independent pharmacies.

Vista’s team of service desk and IT service desk analysts are trained to the highest industry standards, following industry best practice (including ITIL), and are attested to ISO 20000/270001 and SDI standards. Vista’s analysts understand the importance of up-time for business-critical technology, which is why all our IT analysts undergo extensive customer specific technical training, providing the team with the knowledge and skills required to expedite the resolution of all customer IT incidents. Furthermore, Vista understands the personal impact IT incidents may have on the customers and therefore ensure the team receives excellent training in soft skills, such as customer handling, which ensures they have empathy and understanding for our customers.


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 provides an IT Service Desk directly to the end user of IT, supporting a large variety of devices and applications including:
EPoS Support and Support of IT Retail Systems
Vista’s highly skilled IT service desk teams have extensive knowledge and experience of all retail IT deployed into store environments. The Vista team is on hand to provide specialist EPoS hardware and software application support, self-checkout support, Retail IT networks, and store server support.
Hospitality IT Support
Vista’s highly skilled IT Service Desk teams have an acute understanding of hospitality IT systems IT systems and hospitality software applications and have the expertise to support customers with drive-thrus, point of sales and self-service kiosks. Vista also supports our customers’ third-party applications used to process online orders (OLOs) such as Deliveroo and Just Eat. Kitchen Management Systems (KMS), chip and pin, back of house, guest check-in systems, Wi-Fi and networks are all monitored and supported by our expert team.
Healthcare IT
Healthcare IT solutions require a reliable, trustworthy and knowledgeable healthcare IT services partner to ensure that IT systems are kept available, online and secure. The Vista service desk team have in-depth knowledge of healthcare software applications and support all technology that is found within the four walls of a doctor’s surgery or pharmacy. Vista supports desktops, patient check-in systems, digital signage, managed print and prescription print as well as patient medicine records (PMR) and other pharmacy systems and applications.

Vista’s IT Service Desk consists of:

Remote Monitoring and Management (RMM)
The IT Service Desk can proactively monitor technology remotely and intervene before IT events turn into system failure. When customers select Vista’s full Managed IT Services, the team will also manage a full range of remote management tasks, such as software patch and driver updates, data backup, antivirus monitoring and administrative tasks.
IT Self-Service Portal
Vista’s customers can use our in-house designed self-service portal (Level Zero) which is designed specifically for each customer and contains knowledge-based articles that are tailored for IT users rather than IT experts – this this enables Vista’s customers to obtain technical support to resolve basic IT tasks and checks themselves. The Level Zero IT self-service portal walks service users through resolving tasks themselves. In the event that the IT incident requires further investigation the customer can use the portal to log a ticket with Vista’s IT Service Desk. Once a ticket is logged with our IT Service Desk, the customer has full visibility of the progress in incident resolution and has the ability to interact with the IT analyst throughout the incident lifecycle, right through to resolution.
IT Service Desk
Vista’s service desk analysts are available 24/7 365 to receive IT incidents in a manner which suits its customers including: automated incident event alert through RMM, IT self-service portal, by phone, by email and by ITMS 2-way integration.

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.

We Take Full Ownership of Your Technology Incidents.

Our analysts are trained to undertake problem diagnosis remotely and support a substantial range of technologies and software applications, as well as manage any increase in customer demand quickly. At every stage of the incident lifecycle, your technical issue will always be assigned to an attentive, empathetic and knowledgeable member of the service desk who will resolve the issue or manage the correct resolver group through to resolution.

If you would like to experience the benefits of our IT Service Desk for your company, simply e-mail us on or call us on 0330 135 5795 to obtain expert advice from one of our experienced Business Development Managers.

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