daa

ESP helps daa rationalise and streamline its IT service desk
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their challenges

Gaining efficiencies with one team

ESP worked with daa to merge two separate service desks so that all incidents and requests are captured centrally and so they gain efficiencies with one team. ESP’s task was to help rationalise, streamline and consolidate daa’s IT systems and services, and then provide on-going support services.

ESP supports daa with managed service desk

esp’s bespoke it soluton

IT Help Desk acting as a single point of contact

Heathrow-Airport-ESP-Staff-working-on-site

We deployed our IT service desk solution so that daa end-users and airport clients could benefit from a single point of contact and accountability that was available 24/7. We offer daa round-the-clock service management and technical resources, and operate an IT service desk toolset that is tailored to daa’s needs and is ITIL compliant.

It comprises end-to-end incident, problem, change and configuration management for the desktop environment, with appropriate response times and the ability to interact with all resolver groups.

As well as implementing our expert IT service desk solution, we proactively manage daa’s asset register, provision of new and replacement desktop, laptop and all mobile devices including tablet and mobile phones. This includes remote management through SCCM patching, software updates and remote control for support, all configuration management for the desktop environment, with appropriate response times and the ability to interact with all resolver groups. We also have a deskside on-site team available 24/7 at Dublin Airport to provide corporate and operational IT support, and provide proactive event monitoring for daa-owned and managed IT infrastructure.

another great outcome

Introduction of ESP’s service desk was well received from the very beginning

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