Double award finalists Retail Assist share their top tips & success story

Posted on Tuesday 5 March 2019.

Retail Assist are finalists in an amazing 2 categories – ‘Best Small Enterprise Managed Service Provider’ and ‘Best Service Desk CX’ 2019. They have kindly taken the time to speak to us about their awards experience and what initiative they have implemented to improve their service desk!


What made you decide to enter the awards? 

Here at Retail Assist, we’re extremely proud of our team. We wanted to recognise everyone’s hard work and the improvements they have made, whilst also benchmarking against similar organisations and service desks.


What part of the awards process did you enjoy the most? 

We really enjoyed the site visit; it was great for the judges to meet the team who are delivering such a great service, and being able to share their passion and enthusiasm. It was also a fantastic opportunity for our team to be recognised and to shine.


In the last 12 months, what has been the most successful initiative your team has implemented to help your business improve its performance? 

In August 2018, we announced the implementation of our new Help Desk structure to the team: this was the largest scale change for several years. The structure was focused on dedicated roles for clients and our team to ensure the right level of support can be provided, whilst also continuing improvement in our service offered to our clients. The new structure introduced a new approach for our training team, gave clear and defined levels associated to skill and knowledge, leading to formal reward and pay progression for our Help Desk analysts.


What are your top 3 tips to make a service desk successful? 

  • Firstly, we follow a simple, yet effective, process: plan, do, check, act. Follow this and everyone achieves together.
  • Secondly, give clear objectives for the team to ensure reward and recognition in every role.
  • Lastly, provide the right tools to the team to do an effective job.


What one thing do you think really makes you stand out as a service organisation?

Our team. We strive to be the ‘team of teams’ and are constantly focused on supporting each other.


How are you preparing to evolve your service desk over the next few years? Please share your most exciting plan with us! 

We are focusing of the development of our team to be able to grow as our customer base and customers’ businesses grow. We are also looking to implement more technology, such as offering AI to support our clients’ requirements.

As well as this, we will also be introducing an intelligent knowledge base as part of our future Jira improvement works.


If you could choose any celebrity to work on your service desk, who would it be? 

Ant and Dec would be an amazing addition to our team, for their charm, wit and winning personalities, along with the ability to handle pressure. We know they could facilitate lots of activities whilst at the same time having fun and a laugh in the process, at the same time as engaging with the rest of the team. We know they’d be brilliant!


What does it mean to your team to be a finalist in the ‘Best Small Enterprise Managed Service Provider’ category? 

We are extremely proud of our entire team, the service we deliver and the way in which we work together. Having a moment to reflect on this and to celebrate this achievement is wonderful. Now we can’t wait for the awards evening!


What advice would you give to anyone entering the awards next year? 

To take this brilliant opportunity to celebrate your successes and to reflect on your achievements.


What would you do to celebrate if your team won ‘Best Small Enterprise Managed Service Provider 2019’?

Tell the world and celebrate with the team!


Retail Assist at the SDI IT Service & Support Awards 2016


Do you want to be involved in the 2020 awards? Entries are now open and close on the 18 October 2019. Download the updated brochure by clicking below:



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