Solutions — Digital Workplace Services — Service Desk

Service Desk innovation: where strategy meets seamless execution.

At Astreya, we prioritize the customer experience above all else. Our expertise in supporting users shines through our commitment to meet their needs and requirements over simply adhering to SLAs alone. We believe that an effective long-term relationship is based on both parties working together constructively; we’re committed to mutually beneficial innovations in our Service Desk delivery framework throughout the contract period with a flexible approach tailored towards your business’s success.

The new IT Service Desk: navigating the evolving challenges of a post-pandemic world.

Due in large part to a 2+ year pandemic, IT organizations are very different from just a few months ago: They are now virtual and almost entirely digital. The oft-neglected digital workplace is now our primary employee experience, with its historically low IT investment priority and associated long-standing challenges evident in many cases. Remote work is now common around the world, but — and at least in its present form — is also creating varying degrees of worker fatigue, disengagement, and impediments to productivity—all of these need to be addressed daily through a next-level Service Desk.

A holistic playbook for the CIO

In today’s hyper-changing environment, it is important for CIOs to have a new playbook for IT support in order to effectively meet the evolving needs of their organizations and stakeholders. This playbook should be agile and adaptable, enabling CIOs to respond to changes in the market and keep pace with the latest technological developments.

Service Delivery

  • Make remote work a long-term success
  • Reinforce Business continuity
  • Ramp up automation and AI
  • Retarget and reinforce cybersecurity
  • Next-gen ITSM for more experience-centric, agile delivery

Restructuring

  • Move to new staffing profiles (more outsource, less FTEs)
  • Redesign for lean operations
  • Rebuild the supply chain
  • Recast IT into a new cost profile
  • Rethink digital transformation goals and plans

Planning & Strategy

  • Strategizing a Return to Office (RTO)
  • Cope with the new geopolitical tech landscape
  • Partner with CFO to rebuild and avoid M&A
  • Create a larger uncertainty set aside
  • Start strategy and budget for 2023/2024 now
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An Astreya Service Desk delivers above and beyond the conventional scope of support.

Astreya is committed to providing an exceptional Service Desk experience to our clients delivered through a combination of talented people, well-designed processes, continuous innovation, and the mindful use of automation.

Features that Create Momentum

CSE team capable of handling both T1 & T2
  • Priority around a quality support experience
  • Delivering support in the context of each user’s role
  • Systems Engineering approach to support
Astreya Yolk Platform enabling efficient T-Zero support
  • AI Chat support offering intelligent self-help resources
  • Self Service using support automation
  • NLP and process engineering to optimize USX
Advanced ticketing system
  • Workflow management
  • Email, Chat integrations
Analytics & BI
  • Anomaly detection
  • Process mining
  • ML & AI

Capabilities that Move the Needle

Resolution without escalation
  • Systems engineering approach to support coupled with
Engineering Mindset for CSE’s
  • Efficient TTR and reduced T3 escalations
Seamless integration
  • To existing infrastructure, including the client’s internal ITSM
Comprehensive user support
  • Across multiple corporate functions, services, and applications
Implementation
  • Includes complete review and closing gaps for existing support procedures with Astreya Tech Writers

Services Aligned to the Real World

Business productivity applications including but not limited to:
  • G Suite Apps & Microsoft Office 365
  • Internal Chat/Messaging
  • Video Conferencing
  • File Sharing & Storage
Network services including but not limited to:
  • Print Services
  • User Access Control
  • Directory services admin
Personal computing devices
  • Mobile device & OS support
  • Mac & PC hardware support with Tier 4 management
  • Windows, MacOS, iOS, Android, etc
ITSM process integration
  • Change Management
  • Incident Management
  • Ops Reviews

Astreya’s Unique Value

Engineering mindset of our technicians
Measurable USX that goes beyond simple CSAT surveys that analyzes the voice of the customer
FDIR processes and disciplined root cause analysis for faster resolution of issues
Measurable efficiency utilizing CPSU and continuous focus on optimizing workflows

Astreya has been one of our best IT partners to date. Astreya provides contract flexibility, scalability, and partnership. Astreya employees have a high sense of accountability and are technically astute.”

Senior Client Stakeholder,
Fortune-10 Technology Product Company

Can you hear me now? The art of listening to the Voice of the Customer in IT Support

Let’s discover how we can provide Service Desk innovation to move your world forward.

Service Desk efficiency

Using cost per supported user as a strategic measure of efficiency.

IT managers from the top down must pay close attention to Cost Per Supported User (CPSU), a KPI that reveals how much is being spent on IT services for each user. Tracking CPSU allows companies to monitor cost trends as their service numbers increase, and determine if efficiency levels are also rising despite added expenses.