IT Help Desk Outsourcing
Transform Your Help Desk into a Strategic Business Driver
Grant Thornton and Auxis have joined forces to deliver a differentiated help desk solution that combines strategic advisory, AI-driven automation, and an industry-leading nearshore delivery platform—built to scale globally as your business grows.
We bridge strategy, technology, and execution to modernize support services—going beyond simple ticket resolution to enhance user satisfaction while optimizing your costs.
Tailored Service Integration
Seamlessly integrate with your existing IT tools and environment
Nearshore Leader
Access top tech talent in your time zone, supported by a global network
Flexible, Consumption-Based Model
Align support costs directly with real-time business demand
High-Touch, Multi-Channel Support
Multi-language support across voice, email, chat, and portal
What we will cover in the consultation:
- Common help desk outsourcing challenges and how to overcome them
- Benchmarking your current metrics against industry best practices
- The benefits of Latin America outsourcing backed by global delivery capabilities
- Process improvement opportunities, including AI and automation
- Estimate your real savings opportunity with help desk outsourcing
Guide
2025 Auxis Help Desk Report:
A Step-by-Step Guide to Successfully Outsourcing your Service Desk
Auxis Managed Help Desk Services
The turnkey approach adopted by our IT help desk support services brings you the right combination of people, processes, and technology, including:
Help Desk & Virtual Support Services
- 24x7 nearshoring services with scalable, cost-effective model
- Multi-channel (voice, email, portal, and chat) support provided in English, Spanish, and other languages upon request
- Incident and request recording, prioritization, triage, resolution and/or escalation
- End-user first level support including endpoint hardware and software, connectivity, productivity applications, user account provisioning and security
- Use of Auxis state of the art IT Service Management, Contact Center, Learning Management System and Business Intelligence platforms
Desktop & On-Site Support Services/Depot
- Management lifecycle for endpoints, including procurement, inventory, imaging of end-points and user end-point deployment assistance
- Working closely with the service desk as a second level escalation for end-user support incidents
- Assist endpoint management support team through image development and updates
- Troubleshooting complex end-point patching, security and performance issues
Endpoint Management Services
- Management of endpoint imaging platform
- Endpoint image development and maintenance
- Endpoint patch management
- Endpoint security and threat management
- Endpoint monitoring and performance optimization
Help Desk & Virtual Support Services
Help Desk & Virtual Support Services
- 24x7 nearshoring services with scalable, cost-effective model
- Multi-channel (voice, email, portal, and chat) support provided in English, Spanish, and other languages upon request
- Incident and request recording, prioritization, triage, resolution and/or escalation
- End-user first level support including endpoint hardware and software, connectivity, productivity applications, user account provisioning and security
- Use of Auxis state of the art IT Service Management, Contact Center, Learning Management System and Business Intelligence platforms
Desktop & On-Site Support Services/Depot
Desktop & On-Site Support Services/Depot
- Management lifecycle for endpoints, including procurement, inventory, imaging of end-points and user end-point deployment assistance
- Working closely with the service desk as a second level escalation for end-user support incidents
- Assist endpoint management support team through image development and updates
- Troubleshooting complex end-point patching, security and performance issues
Endpoint Management Services
Endpoint Management Services
- Management of endpoint imaging platform
- Endpoint image development and maintenance
- Endpoint patch management
- Endpoint security and threat management
- Endpoint monitoring and performance optimization
The Grant Thornton + Auxis Difference
Why Auxis Help Desk Support Services
LATAM Advantage
With our delivery centers strategically positioned in Latin America, benefit from the top nearshore outsourcing destinations, ensuring swift access and 24×7 support for your business needs aligned with major US time zones.
Tailored Customization
We provide help desk solutions with customizations, flexibility, and high-touch service, to deliver exceptional customer experiences.
Process Excellence
Our consultancy expertise and unwavering commitment to continuous process improvement yield not only labor savings but also enhanced business processes, controls, and comprehensive reporting.
100 Year Legacy of Business Support
Benefit from Grant Thornton’s 100 years of advisory, risk, audit, and compliance expertise – in addition to Auxis’ proven track record as a high-performance help desk operator – to transform your end-user support with confidence.
Decades of Success
Auxis boasts a 25+ year track record of steering executive teams toward achieving high-performance IT organizations.
Full IT Operations Capabilities
Beyond remote service desk outsourcing, we offer full IT operations capabilities, including Infrastructure Management, Cloud and Data Center Managed Services, and IT Security.
Robust Contractual Service Level Agreements
We offer a 60-75% First Call Resolution Rate and an average answer speed of under 60 seconds for prompt technical issue resolution.
Nearshore Outsourcing
Pioneer with Global Scale
As one of the first to deliver IT and business process outsourcing from Latin America to the U.S., our nearshore platform remains the market leader – offering a robust network of delivery centers and supporting hubs that harness the strengths of the top destinations. Going beyond cost savings, we provide highly skilled talent, real-time collaboration, cultural alignment, and exceptional English proficiency – enabling you to execute both complex and transactional work successfully. Our platform can also expand globally if your business demands, delivering the same excellence on a worldwide scale.
Costa Rica
Ranked among the world’s premier outsourcing destinations, Costa Rica is Latin America’s most mature shared services market – home to 350+ multinational companies. Combining highly educated talent, a favorable business climate, and exceptional English fluency, Costa Rica is an ideal choice for high-performance nearshore operations across your value chain.
Colombia
Colombia combines one of the largest skilled workforces in Latin America with the strongest financial attractiveness of the top nearshore markets. Backed by a rapidly growing tech ecosystem, modern infrastructure, and attractive business environment, Colombia has emerged as a top destination globally for high-value outsourcing that delivers both performance and significant savings.
Support Hubs
Our regional support hubs in leading nearshore destinations such as Mexico, Guatemala, and Argentina provide access to technically proficient, specialized talent. Designed to scale with your business, these hubs leverage best practices, advanced technology, and a culture of innovation to drive continuous process improvement, operational excellence, and seamless collaboration with U.S. teams.
Offshore
Our nearshore delivery platform in Latin America integrates seamlessly with Grant Thornton’s best-in-class service centers across Asia, Europe, and the Middle East – helping U.S. multinationals combine nearshore agility and collaboration with the scale and cost efficiencies of the top offshore markets to build the best solution for your business.
Ready to Transform Your Help Desk into a Strategic Asset?
