daa is a global airports and travel retail group with businesses in 16 countries, owned by the Irish State and headquartered at Dublin Airport. daa own and manage Dublin and Cork airports have international airport operations and investments in Cyprus, Germany and Saudi Arabia.
ESP works in partnership with daa, delivering a managed service solution with 24/7 IT service desk acting as a single point of contact for all incident and request supported by a team of onsite engineers based at the airports.
Our client’s challenge
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’s bespoke IT solution
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
ESP’s introduction of the IT service desk solution was well-received from the very beginning of the project, with all levels of the organisation interacting well with our team and services. We are now continuing to grow our service portfolio with daa to help streamline their services.
daa’s IT is flexible and streamlined across Dublin Airport and Cork Airport.