“Ulwembu’s position as a trusted technology partner, already embedded within ACSA’s IT environment and with a good understanding of the organisation’s business and technology needs, made us the ideal partner to assist ACSA once again. We met all of ACSA’s specific service desk criteria, as well as their requirement for best practice advice.”
Ulwembu Business Services, a South African black-owned ICT services company, has augmented its existing IT Service Desk Management offering to allow for a virtual service desk offering. This will assist local businesses to seamlessly manage their service operations and ensures service delivery to users, regardless of location.
According to Chipe Mogoboya, Oracle project manager at Ulwembu, this has allowed the ICT company to continue to provide an end-to-end service to clients throughout the locked down pandemic period. This includes Airports Company South Africa (ACSA), which owns and manages a network of nine airports in South Africa, including the three main international gateways of O.R. Tambo International, Cape Town International and King Shaka International Airports.
ACSA outsourced management of its service desk to Ulwembu Business Services as part of its strategy to embrace managed services across the organisation. “The first step towards ACSA’s planned managed services push was the outsourcing of its service desk. The organisation’s requirement was for a turnkey solution that would offer ACSA better value, improved performance and lower risk than its previous internally managed service, and our offering fit the bill,” Mogoboya explains.
Ulwembu was awarded the open tender based on its existing positive relationship with ACSA, which encompasses the implementation of business process management (BPM) technologies, including Oracle and IBM solutions. This most recent contract has seen Ulwembu deliver an end-to-end service desk offering, encompassing a dedicated team of more than 60 individuals providing first-level support throughout the country, without interruption across the various lockdown levels.
Says Mogoboya: “The extension of Ulwembu’s full service IT Service Desk Management to a virtual level will play a fundamental role in helping businesses to stay up-and-running, whatever the circumstances.”