Dedicated End-User & Help Desk Services
With the growing reliance on technology and increasing number of cyber and physical threats, government agencies must ensure their IT environments remain operational, secure, and resilient. Adversaries are actively targeting unsecured legacy systems, exploiting network vulnerabilities, applications, and user access points to disrupt operations and compromise sensitive data. Today, agencies require rapid, expert-driven, and scalable end-user support services that provide real-time issue resolution, proactive IT management, and automated incident response that prioritize the quality of the user experience and mission continuity.
Tyto Athene’s End-User Help Desk Services go beyond traditional support models by integrating AI-enhanced workflows, automation, and a focus on both service performance and user experience. By combining technical expertise with Experience Level Agreements (XLAs), we ensure agencies receive fast reliable resolutions, with user-centric IT support that enhances productivity and mission success without disruption.
Comprehensive End User & Help Desk Services
24/7 Help Desk & Incident Resolution
Providing real-time troubleshooting and tiered escalation to ensure system uptime and operational continuity.
AI-Enhanced Intelligent Automation
Utilizing AI-driven automation and predictive analytics to rapidly identify issues and enhance workflows for better user experiences.
Scalable, Agile Support for Surge Operations
Accommodating monthly surges of thousands of Reservists, ensuring uninterrupted service during Weekend Drill cycles and activation periods.
Identifying Today’s Challenges in Help Desk Services
- Users returning after absences may be unaware of system updates, causing inefficiencies.
- Ensuring support is available 24/7 in any operating environment.
- Minimizing downtime required for user support.
- Traditional SLAs do not properly measure user satisfaction.
Why Tyto?
Because it’s Mission-Critical
With a customer-first approach, Tyto enhances end-user experiences with timely and effective help desk support services, minimizing downtime, and ensuring mission-critical IT operations run seamlessly. Tyto optimizes troubleshooting efficiency and ensures reliable, multi-tiered IT support across CONUS and OCONUS operations with proven expertise across the DoD and federal agencies.
Tyto’s End-User & Help Desk Services ensure seamless, secure, and mission-ready IT support for defense, intelligence, and civilian agencies.
Case Study
Better IT for the Air Force
Challenge
Air Force bases increase by 150,000 users supporting “Weekend Drill” as all traditional AF Reservists report for duty. Their existing system lacked automation capabilities, experienced frequent service disruptions, and struggled with the rapid onboarding of reporting reservists.
Solution
Tyto implemented strategic configurations to the existing ServiceNow system, providing:
- Optimized Communication Focal Point (CFP) response times
- Increased surge capacity
- Enhanced user experiences
Results
To support this surge in customers, we have expanded the schedule of CFP personnel to ensure customers had uninterrupted support and met capacity requirements. By modifying CFP schedules and optimizing ServiceNow, our Tier 1 support has realized a decrease in trouble ticket response times and improved overall AFRC A6 services.
The Tyto Advantage
we transform your data into dominance
Data is power when it’s wielded fully and effectively. Tyto turns information into intelligence, intelligence into action, and action into dominance. We ensure that essential data and communications are delivered, secured, and understood—quickly, reliably, and seamlessly.
Contact us to learn how we can transform your data into dominance.
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