Air One
“Using a remote management platform, SCC can monitor and manage Air One's systems - even identifying and fixing potential problems before they have any adverse impact.”
SCC is providing a 24x7 service management and helpdesk solution to the Italian airline, Air One – including remote systems management and full IT support for approximately 700 users. This delivers cost-effective, expert support and a single point of contact for a wide range of IT issues.
Air One needed a helpdesk service that was available 24x7. However, running support services internally can present a number of challenges. Virtually all internal support departments face the issue of retaining the varied resource required to cope with peak demand. In addition, there's the expense of recruiting, training and retaining specialist staff that are capable of handling any IT enquiry.
SCC's service desk solution solved the problem by providing both a management function and telephone helpdesk – through a single point of contact. Using a remote management platform, SCC can monitor and manage Air One's systems - identifying and fixing potential problems. The management platform also enables SCC to control the Windows environment and specific applications, applying updates and security patches whenever required.
The helpdesk provides a telephone ‘hotline' for users to report problems, at which point SCC takes ownership of the issue, liaising with third parties to rapidly resolve the issue. Through this outsourced service, Air One has better control of its systems management costs and reduced downtime.
“The service delivers cost-effective, expert support and a single point of contact for a wide range of IT issues.”Air One spokesperson
