Arinc is talking the right language when it comes to airport problems

Virtual Service Desk offers airports the same level of back-end support as ARINC’s global IT service desk programs, but avoids the language barriers that may occur when dealing with international situations. The new system has been piloted successfully at two major airports in Detroit and Singapore since early 2008.

Unlike standard IT support programs, the Virtual Service Desk user does not call a central global desk to report a problem. Instead, the user calls a local number, and is prompted to enter a five-digit code representing the airport location.  

This data is relayed automatically to appropriate local service personnel, enabling the caller to deal with someone in the native dialect, eliminating language differences which can be a source of frustration. The airport user can speak directly with the on-site service personnel working on the problem. At the same time, the data is forwarded to ARINC’s global service desk where a record is automatically created, ensuring that SLA compliance is maintained, regardless of the call’s origin.

The Virtual Service Desk also offers flexible configurations. These can allow the customer to make an initial attempt at resolving first-level problems, or automatically delegate first-level support directly to ARINC for resolution. This flexibility allows the system to accommodate differing local work traditions as well as the expectations of varying cultures.

“Our Virtual Service Desk offers airport customers all the same back-end reporting capabilities as ARINC’s regular Service Desk—without additional costs,” stated Don Brien, ARINC Managed Services Senior Director. “Now, we also provide customers the choice of local language support—along with a host of capabilities that most other service providers cannot deliver. At ARINC, we are constantly working to satisfy our global customers’ needs for localized support.”

With 25 airport customers in 7 countries, ARINC Managed Services is the industry’s leading provider of IT operations, maintenance, and staffing services.