daa is an Irish commercial airport company that owns and operates Dublin Airport and Cork Airport. ESP works with daa to develop the IT services they need across both airports, offering a bespoke and flexible service that can adapt to meet new challenges or changes in demand.
Our client’s challenge
Before daa brought ESP on board, Dublin Airport had two independent service desks. It handled each service desk’s calls and tickets separately, and worked with two providers for the service desk provision – causing conflict, confusion and inefficiency in the management of its IT system. daa IT&T was about to move to the ITIL v3 standard, and wanted to ensure that its IT service management (ITSM) processes and procedures were aligned accordingly. ESP’s task was to help rationalise, streamline and consolidate daa’s IT systems and 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 v3-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 provision of new and replacement desktop computers, laptops, printers and other devices. This includes delivery and installation, and is all part of ensuring service level agreements (SLAs) are met and that a high standard of customer satisfaction is achieved. We also have a deskside on-site team available 24/7 at Dublin Airport to provide corporate and operational IT support, and provide proactive 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 offering with daa to help streamline their services.
daa’s IT is flexible and streamlined across Dublin Airport and Cork Airport.