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Managed IT Services

At bunker we’ve got IT covered. We are a full-service IT solutions provider using relevant and top-tier technology to provide clients with plain-talking, cost effective and cyber security focused solutions. When you outsource your IT support and development to us, we will navigate the complexity of options and provide tailored solutions to suit your business needs. We are located at two sites in London and the East Midlands, and our IT services cover most of the UK and sometimes further afield.

OVERVIEW

  • ICT FIELD SERVICE OPERATIONS
  • KEY MERCHANT SUPPORT
  • MEDIA SERVICES SUPPORT
  • ICT PROJECT SUPPORT

Global Blue is an International Tourism Shopping Tax Refund company and over the last 40 years has become the world’s leading strategic technology and payments partner empowering retailers to improve their performance and shoppers to enhance their experience. Bunker Technology have worked closely with Global Blue over the last 10 years, initially providing specialist support to the Media and Marketing Teams, then expanding our service offering to support Key Merchant Solutions in the UK, and finally providing full field service support to the entire UK & Ireland.

 

ICT FIELD SERVICE OPERATIONS

Bunker took over the UK & Ireland Field Service support operation in its entirety from 2017. Providing an outsourced field service team initially consisting of 5 FTE’s. Included in this service was the support of the UK branch office and staff of over 80 users and their end points including both Windows & Apple Devices, working closely with the central global IT teams based in Vienna & Singapore.

Our support services included managing an estate of POS machines and tax-free terminals which were in use in more than 6000 retail sites across the UK, providing direct support to the merchant sites white labelled under GB UK field service. There is a concentration of sites based in London, but support services took our engineering base all over the UK & Ireland. 
Included in this service was the support of VIP shopping destinations like Bicester Village and customs exits points at UK Airports. The POS machines (i.e. payment terminals), are high risk devices vulnerable to fraud and tampering. Bunker had to implement and deploy strict PCI compliant processes from the handling, machine build (backend and hardware), installation, asset registry and recycling.  Since engagement infrastructure support has moved from on-site infrastructure (i.e. Servers, Switches, Access Control and CCTV), to cloud based infrastuture (e.g. SD WAN) and centralised infrastructure based in mainland Europe. The Service Desk FTE’s have used an ITSM tool which links to the Central IT team in Vienna, enabling us to work in synchronisation on projects, day to day escalation and workload. 

open-commaThe period expansion of the engagement in 2017 was one of high change within Global Blue. Bunker provided consistent service that the wider commercial and operational teams were able to rely on to deliver a high level of service to our clients. As the engagement evolved, Bunker step up to provide very high levels of service to key merchants, enabling Global Blue to differentiate its self in the market. Bunker provide a personalised, responsive and professional service. close-comma
Hamish Fielder, UK IT Director

KEY MERCHANTS

When the support and service of key Global Blue clients became a priority Bunker were engaged. Initially providing white glove first line support of the Global Blue software & hardware within these merchants. Over the years Bunker has provided onsite support and implementation of a growing portfolio of Global Blue services including the design, setup & on-going support of customer lounges within high-end key merchants, covering:
•    Network / compute deployment and support 
•    Desktop / mobile device deployment and support 
•    Definition and monitoring of VIP service levels

 

MEDIA SERVICES SUPPORT

Global Blue engaged Bunker Technology back in 2011 to provide support across two office locations in London, this includes:

  • Design, set-up and implementation of an Apple Mac based studio environment
  • Network & Server Design, Apple Mac Desktop build and its integration into existing Company infrastructure
  • GB Media users were Users initiated into the Bunker Service desk after support SLA’s were established. Further projects were carried out during the expansion of the Media team
  • Rollout of the Digital asset management (DAM) system
  • Remote working capability and the support of the expanding digital team.

ICT PROJECT SUPPORT

Since 2017 we were part of two device rollout projects providing PCI compliance & contactless payments, this was handled by a Bunker supplied project Manager, splitting the rollout into regions, and organising the logistics of the delivery and installation.  
Bunker supported the rollout and support of six cash Kiosks located in high-end department stores in London, and refund kiosks across multiple sites; adhering to strict processes and governance put in place as high volumes of cash were being handled daily. Access control to the VIP locations for multiple parties for replenishment and maintenance was handled by the FS team working in conjunction with the Germany based Kiosk supplier for any part replacement requirements.