PROTECT YOUR TALENT’S MOMENTUM

Astreya Service Desk turns your IT department into an indispensable resource your people will happily embrace. Supported by exclusive automation technology, our fully managed service resolves Tier 0 through Tier 2 user support requests with speed, empathy and ever-increasing efficiency.

 

We turn Service Desk from a cost into an investment.

By handling 70% of your IT user support load, addressing trending problems, and scaling intelligently right along with you, we free up your internal IT teams to focus on creating true enterprise value.

Resolution without escalation by applying a systems engineering approach  to support coupled with

Seamless integration to existing infrastructure, including ITSM. 

Comprehensive user support across multiple corporate functions, services, and applications

The Astreya Difference

A Passion for Solving Human Problems

Applying engineering mindset in all aspects of how we deliver user-facing support.

Measurable Efficiency

Identify opportunities to increase efficiency while delivering a high-quality experience.

User Support Experience

A comprehensive user support experience that goes beyond simple CSAT surveys and SLAs.

ITSM & Automation Technology

ITSM & Automation reduces time to resolve while increasing employee productivity

Features and Capabilities


Features

Capable of handling T0, T1 & T2

  • Priority around a quality support experience
  • Delivering support in the context of each user’s role.
  • Systems Engineering approach to problem resolution.
  • 24x7x365 Service Desk staffed with Astreya Customer Support Engineers

Astreya Yolk Platform for Effortless Tier 0 and Tier 1 support

  • AI Chat support offering intelligent self help resources
  • Self Service using support automation
  • NLP and process engineering to optimize your USX

Advanced ticketing system [Link to Tools & Automation Child Page]

  • Workflow management
  • Email, Chat integrations
  • Uses published APIs to seamlessly integrate with your existing ITSM system

Analytics & BI

  • Anomaly detection
  • Process mining
  • ML & AI
Capabilities

Astreya has extensive experience delivering quality user support across multiple enterprise IT services including but not limited to:

Business productivity applications

  • Microsoft Office 365
  • G Suite Apps
  • Internal Chat/Messaging
  • Video Conferencing
  • File Sharing & Storage
  • Email user administration and support

Network Services Support

  • Managed Print Services (Print servers, equipment, repair)
  • Access control (password administration, 2FAC, new hire provisioning & account terminations, etc
  • Directory services user administration

Personal computing devices

  • Mobile device & OS support
  • Mac & PC hardware support with Tier 4 management
  • Windows & MacOS

ITSM process integration

  • Change Management
  • Incident Management
  • New service deployments
  • Data Driven Operational Reviews
Enterprise Application Support

The following options are available for enterprise application user support through Astreya’s Service Desk (HRIT, FIN, Sales CRM, etc):

  • Ticket Routing Only
  • Top Ten Issues
  • Tier 1 User Support
Additional Services

Remote Device Management

  • OS patches and updates
  • Monitor managed device performance and diagnostics
  • Active monitoring triggers proactive Service Desk outreach.
  • Fleet management reporting

IT Equipment Logistics

  • New employee device provisioning (hardware & device imaging working with your CPE team)
  • New hire IT desk equipment deployments
  • Peripheral and accessory inventory & fulfillment
  • Reverse logistics for personal computing device repairs and employee terminations
  • Laptop/Mobile Device loaner inventory

Tech Bar On-Site Support

  • Tech Bar extends the capabilities of Astreya Service Desk to deliver real-time, on-site support when your employees need it
  • Self-serve peripherals with IT equipment vending machines and lockers
  • Flexible sizes to meet your environment and user requirements