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OVERVIEW

Country or Region

United States

Industry

Airlines

Customer Profile

ExpressJet Airlines is one of the world’s largest operators of regional aircraft-providing both commercial services to partner airlines such as Continental and Delta, and corporate aviation flights.

Business Situation

They were looking to transition from an outsourced help desk to an internal help desk so that issues could be resolved timely.

Solution

Job Descriptions
Salary Matrix
Performance Evaluations
Testing and Pre-Screening
6-10 Contractors

• The Benefits
• Peace of Mind
• IT Foundation for Growth
• Confidence
• Fair Rate
• Decrease in Call Volume
• 2 Full-Time Hires

Large Airline Operator Creates Help Desk with Help from ERGOS Staffing Solutions

“I wanted to thank you for the excellent service I have received with your company. I also wanted to personally commend Mr. Michael Acosta on his quick response & excellent submission of candidates.”
— Laura Ann Golla, I.T. Help Desk Manager, ExpressJet Airlines

Business Needs

ExpressJet Airlines wanted to transition from an outsourced help desk to an internal help desk for their employees. The internal help desk needed to consist of technically savvy support who could resolve issues in a timely manner and not let these issues roll up to the desktop team. Ultimately, they wanted to hire 6 contract help desk employees, 2 to a shift, for a 24/7 help desk.

ERGOS Solution

ERGOS’ solution included creating job descriptions, a salary matrix to help ExpressJet create their help desk budget, and performance evaluations. ERGOS provided tested and pre-screened contract and contract-to-hire talent for the various time slots. For various weeks, we provided 6-10 contractors, depending on the need to handle call volume. Once the call volume leveled off due to issues being resolved,

The Results

The job descriptions, salary matrix and performance evaluations helped ExpressJet in creating their budget and setting up training. The internal help desk has been able to resolve issues significantly faster than the outsourced help desk. Once the call volume leveled off due to issues being resolved, two of the contractors were hired.

“I feel that you have sent me experienced analysts at a very fair rate. I am pleased we have an opportunity to do business again.”
— Laura Ann Golla, I.T. Help Desk Manager, ExpressJet Airlines