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Astin Technology provides an ITIL (IT Infrastructure Library) compliant, end-to-end service management offering. If your organisation has adopted SIAM (Service Integration and Management) then Astin Technology also has significant experience delivering under this operating model. We take a holistic approach to our service management – from call logging and resolution, to continuous service improvement. We believe that a multi-skilled resource profile with an understanding of your business, who can also move through the technology stack, is crucial to providing a capable service.
As an integral part of our service, we report on how your service is performing on a monthly basis, with a dedicated service management meeting as well as real-time management reports in the interim. We are always transparent in our reporting and we will provide a range of metrics on our service performance, such as ticket resolution times, and ticket backlog volumes – we consistently exceed our customer targets.
We believe our service is a contributor to your service. We provide all customers with their own dedicated Service Manager to ensure optimal service provision.
Astin Technology provides a 24/7/365 service desk for its customers. The service desk is operated by highly experienced and trained on shore based support personnel. Astin Technology is all about its people, so we only employ the very best. We believe that integrity and open communications are key to handling critical systems support. You will see that in everything we do.
With over 5,000 end users under our support care, we know how important customer service is. We strive for first time fixes and can flex our capacity and capability to deal with unexpected spikes in demand to ensure that you get a first class service – every time. Where possible we adopt a ‘Shift Left’ approach and provide targeted self service capabilities to lower costs and make you self-sustainable.
We will target our service desk solution for you. We can integrate with your existing service desk systems, to provide a seamless technical solution. If you require a ‘boots on the ground’ approach, we can have staff members on-site.