Single service desk

ESP helps daa implement a single service desk


ESP success

ESP has been chosen to help daa implement a single service desk across the two airports in Ireland

daa wants a single service desk across Dublin Airport and Cork Airport, and wants to align its IT service management (ITSM) processes and procedures accordingly. Our IT Service Desk solutions will enable it to do so, streamlining daa’s service delivery and acting as a primary point of contact (which is available 24/7) for its users and airport clients.

ESP is fully committed to ITIL principles and are therefore perfectly suited to help daa with this project. We will work with daa’s own ITIL-orientated toolset to offer round-the-clock service management, technical resources and a range of bespoke solutions for daa’s service desk – including end-to-end call management and coordinating the provision of new and replacement hardware products.

Helping daa transition to a single service desk

Before ESP came on board, daa was using two service desks at Dublin Airport, each of which functioned independently. As well as each service desk’s calls and tickets being handled separately, the services were delivered by two different providers – making it unnecessarily complicated for daa to manage its systems.

By implementing a single service desk at Dublin Airport, daa will be able to ensure that its systems operate more efficiently across all its airports. If Dublin Airport, Cork Airport or Shannon Airport experiences an issue, the single service desk will process the fault and dispatch onsite engineers to help the relevant airport’s users.

ESP’s solution

ESP’s service desk solution provides technical members to deliver a number of services for daa

ESP’s service desk solution also provides technical members to deliver a number of services for daa, including desk-side support, client asset management, reporting, process development, process management, professional services, and implementing System Centre Configuration Manager (SCCM) and System Centre Operations Manager (SCOM) – both of which ensure daa’s users’ computers operate with consistency and control.

ESP Case Study: daa benefits from flexible IT service desk


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