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Our services

The full ITSM spectrum, under one operator.

Integrated retail support spanning the full spectrum of ITSM capabilities through a single, unified operating model — Service Desk, Field Support and Asset Management, from the service desk to store lifecycle and everything in between.

Request ITSM Service Matrix

Service Desk & Contact Centre

  • 1st, 2nd & 3rd line support
  • Remote technical & application support
  • Vendor management & escalation
  • Omnichannel engagement

Field Support & On-Site

  • Break-fix support
  • On-site technical resolution
  • Preventative maintenance
  • Emergency response services

Asset & Lifecycle Services

  • Asset tracking & management
  • Lifecycle planning & optimisation
  • Asset auditing & compliance
  • Failure rate analysis

Warehousing & Staging

  • National warehousing
  • Inventory management across DCs
  • Device staging & configuration
  • Forward & reverse logistics

Hardware Maintenance

  • Authorised repair centres
  • Component-level repairs
  • Refurbishment programmes
  • Repair vs. replace optimisation

Store Lifecycle Services

  • New store deployments
  • Store revamps & relocations
  • Store closures & decommissioning
  • Rollout programme management

Infrastructure & Network

  • Network cabling & installations
  • Store infrastructure setup
  • Connectivity & network support
  • Hardware deployment

Procurement & Supply

  • Hardware sourcing
  • Vendor coordination
  • Cost optimisation
  • Standardisation of device estate

Quality Assurance

  • QA frameworks
  • Audit & compliance monitoring
  • Performance reporting
  • Improvement programmes

On-Demand Services

  • Out-of-contract services
  • Project-based engagements
  • Rapid response requirements
  • Custom ICT solutions

Accredited and Authorised Repair Centre

  • 4x regionally based repair centres
  • Full lifecycle management across repair, refurbishment and parts replacement
  • Warranty and non-warranty repairs
  • Component and unit repair or replacement

Advanced Insights

Request a custom capability map for your specific retail footprint.

One accountable operator

Every service, one delivery model.

Engineered confidence means removing complexity. We consolidate disparate service lines into a single, high-performance ICT engine, giving you total visibility and accountability over your entire digital estate.

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Accredited & Authorised Repair Centre

Accredited & Authorised Repair Centre

  • 4 x regionally based repair centres
  • Full lifecycle management across repair, refurbishment and parts replacement
  • Warranty and non-warranty repairs
  • Component and unit repair or replacement

Footprint

4 x regional repair centres

Scope

Repair, refurbishment & parts replacement

Coverage

Warranty & non-warranty

On-Demand Services

On-Demand Services

  • Out-of-contract services
  • Project-based engagements
  • Rapid response requirements
  • Custom ICT solutions

Engagement

Project or on-demand basis

Response

Rapid mobilisation

Scope

Custom ICT solutioning

Quality Assurance

Quality Assurance

  • QA frameworks
  • Audit & compliance monitoring
  • Performance reporting
  • Improvement programmes

Framework

Documented QA standard

Monitoring

Ongoing compliance audit

Reporting

Performance & improvement cycles

Procurement & Supply

Procurement & Supply

  • Hardware sourcing
  • Vendor coordination
  • Cost optimisation
  • Standardisation of device estate

Sourcing

Multi-vendor coordination

Standardisation

Estate-wide device policy

Cost Model

Optimised procurement terms

Infrastructure & Network

Infrastructure & Network

  • Network cabling & installations
  • Store infrastructure setup
  • Connectivity & network support
  • Hardware deployment

Installation

Cabling & infra build-out

Support

Ongoing connectivity SLA

Deployment

Nationwide hardware rollout

Store Lifecycle Services

Store Lifecycle Services

  • New store deployments
  • Store revamps & relocations
  • Store closures & decommissioning
  • Rollout programme management

Scope

Deploy, revamp, relocate, close

Programme

Dedicated rollout management

Coverage

Nationwide execution

Hardware Maintenance

Hardware Maintenance

  • Authorised repair centres
  • Component-level repairs
  • Refurbishment programmes
  • Repair vs. replace optimisation

Repair Network

OEM-authorised centres

Turnaround

Component-level, fast-track

Decisioning

Repair vs. replace cost model

Warehousing & Staging

Warehousing & Staging

  • National warehousing
  • Inventory management across DCs
  • Device staging & configuration
  • Forward & reverse logistics

Footprint

National distribution centres

Staging

Pre-configured device rollout

Logistics

Forward & reverse handling

Asset & Lifecycle Services

Asset & Lifecycle Services

  • Asset tracking & management
  • Lifecycle planning & optimisation
  • Asset auditing & compliance
  • Failure rate analysis

Tracking

Real-time asset register

Audit Cycle

Quarterly compliance review

Reporting

Failure-rate trend analysis

Field Support & On-Site

Field Support & On-Site

  • Break-fix support
  • On-site technical resolution
  • Preventative maintenance
  • Emergency response services

MTTR

< 2 Hour on-site response

Coverage

Nationwide technician network

SLA

Compliance-guaranteed resolution

SERVICE DESK & CONTACT CENTRE

Service Desk & Contact Centre

  • 1st, 2nd & 3rd line support
  • Remote technical & application support
  • Vendor management & escalation
  • Omnichannel engagement

Response SLA

< 15 min acknowledgement

Coverage

24/7 across all channels

Escalation

Automated 2nd/3rd line routing