Remote Help Desk


Astreya Remote Help Desk.


Create a cheaper and more efficient help desk strategy

Today’s work environment is global and people increasingly expect support teams to respond to their needs with nearly instant solutions. IT service desks need to meet these emerging demands and be flexible for their customers while still being able to tackle more complex IT issues.

0
Tickets are created on average each month for internal support teams.
What should you do?

Change the flow of your initial requests through a help desk to resolve low level issues quicker and take low end work off more experienced technicians so they can handle more complex IT issues that require face-to-face support.

 
IT support teams are overwhelmed with IT issues

 
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0.2
Hours on average to provide a first response to a support ticket
0%
Of support tickets are resolved in one touch

Teams are too
busy to respond
quickly

Remote Help Desk Service Details.


Shared
Limited
Shared
24×7
Dedicated
Limited
Dedicated
24×7
Coverage Window8×5 M-F + Weekend Oncall24×78×5 M-F + Weekend Oncall24×7
CostBy usage (per call) / Monthly Service Flat RateHourly Rate per Agent
# of ClientsSupports several clientsDedicated to a single client
Setup Time30-45 days for training/KB/scripts60-75 days for recruiting/onboarding/training/KB/scripts
Service ScopeBasic troubleshooting, password resets, break/fix instructions, ticket escalations and routingSame as leveraged + application troubleshooting, software installs, printer install and configuration, and remote desktop assistance
TechnologyServiceNow, Five9, BomgarServiceNow, Five9, Bomgar, Jitterbit
TalentL0-2 Techs with skills in supporting Windows, Mac, iOS, Android and common softwareL0-2 Techs with skills in supporting Windows, Mac, iOS, Android, common and proprietary software
IT Service ProcessesIncident, Problem, Request, Change Management, etc. depending on solution size & complexity

Shared Limited

Coverage Window

8×5 M-F + Weekend Oncall

Cost

By usage (per call) / Monthly Service Flat Rate

Number of Clients

Supports several clients

Setup Time

30-45 days for training/KB/scripts

Service Scope

Basic troubleshooting, password resets, break/fix instructions, ticket escalations and routing

Technology

ServiceNow, Five9, Bomgar

Talent

L0-2 Techs with skills in supporting Windows, Mac, iOS, Android and common software

IT Services Process

Incident, Problem, Request, Change Management, etc. depending on solution size & complexity

Shared 24×7

Coverage Window

24×7

Cost

By usage (per call) / Monthly Service Flat Rate

Number of Clients

Supports several clients

Setup Time

30-45 days for training/KB/scripts

Service Scope

Basic troubleshooting, password resets, break/fix instructions, ticket escalations and routing

Technology

ServiceNow, Five9, Bomgar

Talent

L0-2 Techs with skills in supporting Windows, Mac, iOS, Android and common software

IT Services Process

Incident, Problem, Request, Change Management, etc. depending on solution size & complexity

Dedicated Limited

Coverage Window

8×5 M-F + Weekend Oncall

Cost

Hourly Rate per Agent

Number of Clients

Dedicated to a single client

Setup Time

60-75 days for recruiting/onboarding/training/KB/scripts

Service Scope

Same as leveraged + application troubleshooting, software installs, printer install and configuration, and remote desktop assistance

Technology

ServiceNow, Five9, Bomgar, Jitterbit

Talent

L0-2 Techs with skills in supporting Windows, Mac, iOS, Android, common and proprietary software

IT Services Process

Incident, Problem, Request, Change Management, etc. depending on solution size & complexity

Dedicated 24×7

Coverage Window

24×7

Cost

Hourly Rate per Agent

Number of Clients

Dedicated to a single client

Setup Time

60-75 days for recruiting/onboarding/training/KB/scripts

Service Scope

Same as leveraged + application troubleshooting, software installs, printer install and configuration, and remote desktop assistance

Technology

ServiceNow, Five9, Bomgar, Jitterbit

Talent

L0-2 Techs with skills in supporting Windows, Mac, iOS, Android, common and proprietary software

IT Services Process

Incident, Problem, Request, Change Management, etc. depending on solution size & complexity