Tech Support Desk · Retail chains

Store IT support that answers before the queue forms.

Dedicated helpdesk staff who resolve POS, payment, printer and network issues for your stores from your runbooks, during store hours including Saturdays, in your service desk.

Start a 2-week pilot All about the Tech Support Desk

The situation

A till is down in Eindhoven on a Saturday afternoon, and the IT team is two people.

Retail chains and franchise networks in the Netherlands and Belgium run on store technology: POS systems, payment terminals, barcode scanners, label and receipt printers, store Wi-Fi and back-office PCs. When something fails, the store loses sales by the minute, and the calls come at the times a small central IT team is least available: evenings, Saturdays and the December rush.

Haven Teams supplies dedicated store-support staff who work in your service desk during store hours. They resolve the common failures from your runbooks, coordinate with your POS, payment and network vendors, dispatch replacement hardware through your logistics process and escalate to your IT team only when a store cannot trade.

Store hours, not office hours

Stores need support until 21:00 and on Saturdays; central IT works 09:00 to 17:30.

Every minute costs sales

A failed terminal or POS means lost transactions and a queue out of the door.

Vendor coordination

POS, payment, network and hardware vendors each need chasing while the store waits.

What your Haven team does

Common store failures fixed from your runbooks, fast.

First-line resolution of POS, payment-terminal, scanner and printer issues using your runbooks
Store network and Wi-Fi troubleshooting with your network vendor or management tools
User account, password and access management for store staff in your systems
Coordinating vendor tickets and replacement hardware dispatch through your logistics process
Opening and closing checks, store onboarding and seasonal pop-up setups
Incident logging and a weekly store-incident report for the IT and operations teams

Hours and languages

Store-hours coverage, including evenings and Saturdays, is available with a shared rota once a team is established. Store staff are supported in English and, in writing, in Dutch and French using your templates; phone support in Dutch or French stays with your local team at launch.

At a glance

From: €1,400 per team member per month
Hours: EU business day as standard; extended hours by arrangement
Pilot: 2-week pilot at half the fee

Pricing

FAQ

Questions we get asked

Can store staff who speak only Dutch or French call you?

Phone support is in English at launch. Many chains route store calls through a simple ticket form or chat in the store's language, which our team handles in writing with a person checking every reply, and keep a local number for urgent calls.

Do you work with our POS and payment vendors?

Yes. We open and chase vendor tickets with, for example, your POS supplier, payment-terminal provider or network partner, following the escalation paths and contract SLAs you give us.

Can you support Saturday and evening trading?

Yes. Store-hours coverage is planned with a shared rota, and we add capacity for peak trading weeks when you share your calendar.

How do you handle hardware replacements?

Agents diagnose, confirm the failure, trigger a replacement from your spare pool or vendor and track delivery and swap, following your logistics process.

Tech Support Desk

Other sectors and tasks

Each page explains how the same desk works for a different kind of organisation.

MSPs & IT service providers

L1 engineers in your PSA and RMM, working your ticket queue to your SLAs, under your brand.

Put dedicated store support on your service desk for two weeks.

Real store tickets, your runbooks, with response and resolution measures agreed upfront. Half the monthly fee, credited if you continue.

Start a 2-week pilot