ESP Global Services partners with United Airlines to deliver IT Support Services across North America
ESP Global Services is proud to announce our expanded partnership with United Airlines, where we will now provide IT support services across all U.S. and Canadian airports served by UA. This new agreement builds on a long-standing relationship, as ESP has been delivering IT support services to United Airlines across EMEA, LACAR, and APAC regions since 2006.
Image: Pictured left to right – Tara Anderson, Sr Manager Procurement and Rajesh Rajamani, Managing Director Procurement of United Airlines with Andy Jenner, CEO and Mike Hayles, COO of ESP Global Services at United Airlines Head Office in Chicago, Illinois.
Global expertise
With this new contract, ESP brings our expertise to North American hubs, including Los Angeles International Airport (LAX), Washington Dulles International Airport (IAD), Newark Liberty International Airport (EWR), Chicago O’Hare International Airport (ORD), Denver International Airport (DEN), George Bush International Airport (IAH), and San Francisco International Airport (SFO). We’ve now activated our end-to-end IT support services, including the rollout of ServiceNow automation at all of these UA Hubs, as well as IT support services at UA non-hub locations (smaller regional airports served by United Airlines).
At the heart of this partnership is ESP’s comprehensive IT support solutions, which include:
- Incident management and resolution
- Business Intelligence (BI) analysis and reporting
- Service desk and ticket tracking
- Engineer dispatch services, including on-demand support for non-hub locations
- Integration with ServiceNow, providing seamless alignment with United Airlines’ systems
- Service Management/Customer Success
ESP has also sourced and trained a talented team of engineers in the U.S., representing the diversity and excellence we strive for. These engineers are undergoing our Desktop Support Tech L2 training program, ensuring they are equipped to deliver outstanding service.
Mike Taccino, Vice President of Airport Operations, Contact Center, and Engineering at United Airlines, shared his enthusiasm for this partnership:
“We are excited to announce that United is beginning a new phase in our dedication to delivering exceptional service and support to the end-point devices in our U.S. airport and campus locations.
Our new partner, ESP Global Services, has a proven track record and a global footprint. Their customized solutions and ServiceNow platform will deliver improvements, including enhanced response timelines, streamlined incident handling, and real-time data visualization of trending issues. We are confident that these changes will bring great benefits to our operations.”
This partnership reflects a shared vision to deliver exceptional IT service and operational excellence. ESP CEO Andy Jenner commented,
“We are honored to have been chosen for this critical role in supporting United Airlines’ operations. Together, we will work to enhance IT efficiency and reliability, creating a seamless experience for ground staff, passengers, and all stakeholders.”
A shared commitment to excellence
With over 30 years of experience in the aviation industry, ESP Global Services is dedicated to delivering IT solutions tailored to the unique demands of this sector. Our collaboration with United Airlines marks a significant milestone in our journey, and we look forward to a successful and enduring partnership.
ESP will play a crucial role in delivering United’s vision, with solutions that will bring improvements that enhance efficiency and ensure seamless technology performance, including: Service Level efficiencies with improved response and resolution timelines; a frictionless incident handling process using ServiceNow; enhanced reporting procedures and data dashboards for real-time visualisation of trending issues; and customised support from industry-specific certified engineers.
Mike Hayles, Chief Operating Officer at ESP Global Services commented,
“We look forward to working closely with United Airlines and playing a key role in supporting their IT operations. This contract underscores our commitment to delivering outstanding service and innovative solutions to the aviation sector.”
United Airlines joins a growing list of major carriers that trust ESP to manage their IT services, reflecting ESP’s proven track record in the aviation industry.
Image: Pictured left to right – ESP Global Services’ Mike Hayles, COO, with Sam Fitzgerald, Head of Customer Success, and Emma Robertson, Head of Project Management, during their visit to United Airlines Head Office in Chicago, Illinois.