easyJet outsources helpdesk support
easyJet has signed a three year deal to outsource its IT helpdesk support to utility support group Alfred McAlpine.
The main driver of the deal is to migrate IT support from business hours to a 24-hour, seven days per week, (24/7) operation.
The budget airline refused to divulge the value of the deal but speaking to silicon.com, IT service delivery manager Bill Codd said the deal would cost 50 per cent of the level of investment needed to bring helpdesk support up to 24/7 in-house.
The scope of the deal includes first and second-line service, providing two levels of technical expertise for easyJet’s 650 PC users, and a support team based at the airline’s Luton Airport HQ.
The deal builds on an existing relationship with Alfred McAlpine, which has also been contracted to manage a converged voice and data network for the HQ.
Codd said: “We have a relatively small IT department and the growth of the company has meant that providing a 24/7 service for staff had become unattainable. The only way to provide that level of service was through outsourcing.”
Codd explained the level of support from Alfred McAlpine is built into the contract to expand as the airline grows. This is projected to be at a rate of 15 per cent over the next three years.
Posted by on 12/17 at 10:42 AM
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