EasyJet outsources IT service desk to Alfred McAlpine

EasyJet, the low-cost airline, has signed a three-year contract with Alfred McAlpine’s IT services division to outsouce its IT service desk facility.

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EasyJet, the low-cost airline, has signed a three-year contract with Alfred McAlpine’s IT services division to outsource its IT service desk facility.

Under the deal an Alfred McAlpine-managed central service desk will be the single point of contact for EasyJet staff for any IT-related incident or service request. Once in place it will support 5000-plus easyJet employees based across 86 airports and 17 crew bases and office sites throughout the UK and Europe.

Alfred McAlpine said the service desk represented a critical function for the airline and its service division would “focus its strengths and experience in maintaining excellent management of the customer service lifecycle of all incidents and queries”.

Bill Codd, IT service delivery manager at EasyJet, said Alfred McAlpine had already proved it could “flexibly respond to changes in our demand for IT services” with its work earlier this year to install a new local area network for EasyJet, coupled with the start it had made on a five-year voice and data managed service across the airline’s corporate headquarters at Luton Airport.

Back in August Alfred McAlpine completed the installation of the LAN and easyJet’s new HQ, which included migrating EasyJet’s telephony and data services to the new building. At the same time itbegan work on the IP voice and data managed service that will operate across the airline’s entire Luton campus.

EasyJet is progressively outsourcing more and more of its IT function. It is fifteen months since the airline signed a five-year, multimillion-pound deal with Savvis that outsourced its mission-critical IT infrastructure to cut costs and keep downtime to a minimum.

The low-cost airline adopted an innovative contractual model with Savvis which means it pays for services based on traveller numbers, with the cost per passenger falling as numbers rise.

Under that deal Savvis provides a fully managed service and integrates real-time hosting, networking and utility systems to support EasyJet’s website, reservations and flight operations, as well as its email, financial and paperless management applications.

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