How Global Service Solution Achieved 24/7 Flight IT Support

Global Service Solution (Aviation Hub) - IT Support & Helpdesk

Challenge

Global Service Solution operates a hyper-critical 24/7 flight dispatch center coordinating aircraft across the Middle East. Their dispatchers rely entirely on real-time weather software, secure VPNs, and compliance-heavy flight planning systems.

Standard "9-to-5" IT contractors were failing them. Any overnight IT downtime directly grounded flights. They demanded a guaranteed 24/7 Helpdesk with instant remote diagnostics and zero tolerance for missed SLAs.

Solution

NOCKO implemented an aviation-grade 24/7 IT Support workflow. We assigned dedicated onsite engineers during peak dispatch hours and seamlessly handed over to our remote NOC (Network Operations Center) for overnight coverage.

Our L2 engineers integrated ServiceNow ticketing with VIP escalation paths to ensure any dispatcher issue was addressed instantly within 15 minutes. Proactive MDM endpoint monitoring detects laptop failures before dispatchers even report them.

Results

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Achieved 99.9% availability for dispatch terminals with zero unscheduled downtime
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Average Helpdesk remote triage time of under 10 minutes for Priority-1 incidents
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True 24/7/365 coverage with continuous holiday rotations
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Avoidable hardware crashes reduced by 62% via proactive MDM monitoring
✓
Flight Dispatch team satisfaction rating hit 4.9/5
"Aviation never sleeps, and now our IT support doesn't either. NOCKO is always online, instantly fixing VPN drops before they can delay our flight schedules."