Imerja wins service desk deal with aerospace firm Cross

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The contract includes monitoring for and triaging faults at the manufacturer

Bolton-based IT provider Imerja has been selected to provide out-of-hours technical service desk (TSD) support for Cross Manufacturing’s IT infrastructure.

Following a market upturn for its products, the aerospace manufacturer wanted to move to a 24×7 production schedule, while reducing the burden on its internal IT team. It therefore chose Imerja to deliver the out-of-hours support services required to meet the high level of demand.

Imerja has devised a bespoke TSD contract built on its managed service desk offering and is providing out-of-hours support throughout the week, plus 24 hour cover at weekends, bank and public holidays.

Call CentreThe contract includes monitoring for and triaging faults as well as escalating issues to the appropriate “resolver groups” and providing a first-line fix where possible.

Cross Manufacturing, which was established in 1920, works in partnership with aerospace, power generation and car manufacturers to deliver solutions and relies heavily on its IT infrastructure to keep its product line running smoothly.

Ian Jackson, managing director at Imerja, said: “Cross Manufacturing is known for combining technology with innovation to achieve world-class precision, so we’re delighted to be part of the team, working alongside the company to monitor its infrastructure and relieving the burden of delivering out-of-hours support.”

He said: “Our IT team is well versed in managing a variety of IT environments and they’re looking forward to building a solid working relationship with the internal team over the next few years, as well as identifying other areas where we can offer service efficiencies and greater support.”

Jonathan Howe, IT manager at Cross Manufacturing, said: “With significant growth in demand we had to move to a full 24×7 production model. It was important we maintained high quality IT support around the clock when making this change in our business, and the service provided by Imerja has been a perfect complement to our existing internal resource.”

Earlier this year, Imerja was selected to improve the critical firewall infrastructure at The Royal Mint’s headquarters in South Wales. Imerja was chosen to devise and implement a suitably robust solution involving technology from Check Point.

@AntonySavvas