Retail Helpdesk Support
Technical support with full-service level agreements, 7 days a week support, 364 days a year all tailored to meet your needs.
Our leading specialist Retail helpdesk support function is designed to give retailers like you the choice of support that suits your retail operation. Located at our Oxfordshire head office, we operate an all-encompassing retail helpdesk to assist our retail customers with multiple layers of technical support for their retail stores across Europe.
If your stores are facing problems with POS systems, scanning terminals, cabling faults or general technical issues, you can rely on the KFP helpdesk to proactively resolve the issue efficiently by taking action.
We work closely with our customers every step of the way by using our industry-specific service desk ticketing platform that enables us to successfully manage individual customer queries. We ensure all aspects of your retail infrastructure are supported which include but not limited to POS, cabling and network faults, wireless networks and that your back of house IT gets resolved quickly and efficiently.
Technical assistance is delivered either by phone, email and remote assistance from a qualified and experienced helpdesk support engineer. The technician will be dedicated to dealing with your issue through to an effective resolution, keeping your retail operation moving.
An extension to your operation
As a retailer, you will be glad to know that KFP has a great reputation which has been built on 20 years of trust via long-term relationships with our customers. We believe that by working as an extension of your retail operation and becoming deep-rooted in your business as if it was our own is the most efficient and rewarding way of supporting you.
The benefits of our helpdesk support services are that we will not only try to fix the problem in the short term but will work proactively with the aim to identify problems before they occur in the first place.
Through growth & change
The world of retail is forever changing and so does the technology. At KFP we manage and maintain solutions throughout their technology life cycle and throughout all technological developments and support you as your retail estate grows and changes direction.
- Fully manned Helpdesk Support
- Future Proof on-going support which moves with your retail operation
- Remote support
- Open 7 days a week (08:00 – 22:00) 364 days a year
- Multiple SLA options that are tailored to your specific requirements
Technical support in-store
Support for your retail operation doesn’t stop at the helpdesk!
Beyond our helpdesk service, we offer onsite Technical Support for on-site troubleshooting problems that may arise in-store. A KFP engineer is trained to the highest level in vendor technology meaning we can provide on-demand service.
KFP also has forward stock locations with multi-vendor equipment available at short notice. This is vital in times of network disruption, outage, or unknown problems. This service is available under contract as an addition to our helpdesk service, or as a standalone service, subject to availability. We give you multiple options.
There when you need us
Technical support is crucial and we work around the clock and all over Europe to ensure our engineers are available to support you when you need it.
A reliable KFP engineer on-site is why our customers have that peace of mind and they know that they are in good hands.
This service is delivered on agreed SLA’s, coverage times, and incorporates our depot service if break-fix stock is required.
Post installation support
KFP can tailor bespoke service packages that will provide you with reliable cost-effective post-installation support across Europe. One off-site visits can be provided on an ‘as required’ basis, or as on-going support. Alternatively, we can offer SLA based services such as:
• Helpdesk services (as above)
• On-site support for Installations/Moves/Adds/Changes
• On-site support for troubleshooting and diagnostics
Benefits of our helpdesk support
On the rare occasion when issues arise after installation, you know that you can rely on KFP to ensure that support will be there to keep your retail operation moving.
The benefits of Retail IT Support include:
- Expert team
- Quality and continuous improvement approach
- Regular reports and updates regarding stock and call volume statistics
- Working continuously to achieve your SLA's
IT support made easy
Call in the experts, and get on with doing what you do best. If you would like to learn more, call and speak with one of the team today
Rob Weavers - Majestic Wine
KFP listened to all our needs at all stages throughout the HP Engage One rollout project. KFP managed to deliver through flexible scheduling and because of their professional engineers, we were able to overcome all challenges along the way. We asked for a challenging and tight rollout window and all the KFP team delivered it. KFP and Majestic teams working together to get the job done. Great work guys.