ESP Global Services Market Research Report

Company Overview

Name and Mission of the Company

ESP Global Services
Mission: Exceeding expectations, delighting customers every time. ESP aims to provide flexible and award-winning IT support services globally, tailored to meet customer needs.

Founding Date and Founders

Founded: 1992
Founders: Two school friends who saw a gap in the market for customer-focused IT services.

Key People

Chairman: Mike Harling

Chief Executive Officer: Andy Jenner

Chief Operating Officer: Mike Hayles

Chief Financial Officer: Russell Cullens

VP People: Mike George

Chief Sales Officer - ITO: Guch Bhamra

Honorary Mention: Darren Richardson (Co-founder and former CEO, passed in 2018).

Headquarters

Location: Reading, Berkshire, United Kingdom

Number of Employees

Employees: Over 700 direct employees

Revenue

No information is available.

Company Recognition

Best Global Aviation IT Support Company 2024

Export Business of the Year 2023

International Tech Company of the Year 2022

Products and Services

IT Support Products

ESP delivers multiple bespoke IT support services tailored to specific industry sectors. Key services include:

IT Service Desks

Description: 24/7 multilingual IT support, proactive and reactive IT solutions.

Key Features: Multilingual support, ITIL 4 service management, SLA focus.

IT Field Services and IMACDs

Description: Dispatch services for IT field technicians.

Key Features: Tailored service, remote and on-site support.

Onsite IT Support

Description: Trained IT support technicians functioning as an extension of client teams.

Key Features: In-region resources, comprehensive training.

Airport Operations

Description: Cutting-edge solutions for airport operations and technology.

Key Features: Specialised in aviation IT support.

Lifecycle Services

Description: Comprehensive management of hardware infrastructure.

Key Features: Optimization, end-to-end lifecycle management.

Software and Tools

AirportNow

Description: Service management built on the ServiceNow platform.

Key Features: Enhanced IT operations, tailored for airports.

ESP Help

Description: Mobile and desktop application to report IT issues.

Key Features: Quick issue reporting, technician feedback, improves passenger experience.

ESP ada (Advanced Data Analytics)

Description: Data visualization and trend analysis platform.

Key Features: Real-time data insights, integrated with ServiceNow.

ESP tempo

Description: Workforce management system.

Key Features: Scheduling, time clocking, time-sheeting, absence management.

Recent Developments

New Products and Features

ESP AirportNow: Comprehensive solution for airport IT service management, presented at industry conferences such as the 2024 ACI-NA Conference.

Introduction of ESP Help App: Mobile application for quick IT issues reporting, enhancing airport staff efficiency.

Awards and Recognition

Best Global Aviation IT Support Company 2024

Export Business of the Year 2023

Finalist: Innovative Tech of the Year at the Thames Valley Tech Awards 2024

Partnerships

IGEL Partner Status: ESP joined IGEL partner programme as a technology partner.

Sponsorship: ESP sponsoring Sustainable Tech Company of the Year at the Thames Valley Tech and Innovation Awards 2024.

Community Engagement

Fundraisers:

Participated in the Pretty Muddy 2024 event for Cancer Research UK.

Conquered the Three Peaks Challenge 2024 raising funds for 4Louis charity.

Took part in Tough Mudder events for Marie Curie charity.

Internal Developments

New Internal Communications Platform: Launch of Workvivo by Zoom to improve global team connectivity and engagement.

Locations and Operations

Global Presence

Direct Presence: 27 countries

Service Reach: Over 160 countries

Key Locations

Head Office: Reading, UK - Houses Global Service Desk and multiple functions.

Regional Hubs: Trinidad, India, Romania, Ireland - Providing 24/7 IT support in multiple languages (e.g., English, Spanish, Portuguese, Hindi).

Language Support

Support Languages: English, German, French, Spanish, Portuguese, Italian, Hindi

Certifications and Accreditations

ISO 45001: Occupational health and safety management.

ISO 20000-1: IT Service Management.

ISO 22301: Business continuity management.

ISO 14001: Environmental management.

ISO 27001: Information security management.

ISO 9001: Quality management.

Cyber Essentials Plus: Protection against cyber attacks.

Key Highlights

ESP Global Services is recognized for its continuous innovation, commitment to sustainability, and stellar community engagement. As they expand into new territories and industries, their mission remains steadfast: to exceed expectations and deliver unparalleled IT support services.