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AUXIS HELP DESK SUPPORT SERVICES

Responsive. Reliable. Remarkable.

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Transition to a High-Performance Help Desk

 

Delivering outstanding technology support to your end-users in a cost-effective manner can be very challenging. Like many organizations, you may be dealing with slow response times, inconsistent service levels, high turnover, and a lack of operational visibility and performance metrics.

We bring 20+ years of experience helping organizations solve these challenges by leveraging our 24x7x365 Costa Rica  Help Desk Support Services that uses a cost-effective, consumption-based model to scale and evolve from a people-centric to a service-centric operation. 

What our clients love about our Modern Service Desk Support model is that in addition to optimizing costs, they are upscaling their customer service experience through better processes, governance, and proactive management. 

Help Desk Support Services
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91% of organizations that are currently outsourcing their service desk are planning to maintain or increase the level of work being outsourced."

 - 2017 IT Help Desk Outsourcing Trends & Customer Experience,
Computer Economics

The Modern Help Desk

The modern IT Service Desk goes beyond “break and fix” support. Auxis helps you achieve the
key characteristics of a high-performance Service Desk:
Clearly

Clearly defined services mapped to business needs

Consumption

Consumption-based pricing model

Process

Process-dependent versus people dependent

Robust

Robust knowledge base

strom

Strong performance metrics and proactive problem management 

workflow

Workflow automation in core processes

Self-service

Self-service capabilities

Flexible

Flexible staffing model to deal with business cycles

Our IT Help Desk Solutions

Scope & Capabilities

Broad Support Scope

tick-inside-circle-1 24x7x365 remote support: Including weekends and holidays

tick-inside-circle-1 Call answering, ticket recording, prioritization, and distribution/escalation

tick-inside-circle-1 Level 1 triage for end-user support. Ticket escalation to our clients’ internal IT level 2 teams. In some cases, we may perform Level 2 support if needed.

tick-inside-circle-1 Escalation to third-party vendors

tick-inside-circle-1 VIP support based on client requirements.

tick-inside-circle-1 Cloud-based IT Service Management Tool included (if needed)

tick-inside-circle-1 Assigned Service Delivery Manager to serve as remote support all year long

Strong Performance Management

tick-inside-circle-1Contractual service level agreements (SLAs)

tick-inside-circle-1Strong performance metrics that include both actual numbers and predictive trends to continuously improve efficiency and monitor ticket reduction.

tick-inside-circle-1Best-in-class Knowledge Management Tool for SOP documentation.

tick-inside-circle-1Web Reporting Platform.

tick-inside-circle-1Periodic Monthly, Quarterly, and Annual Performance Reviews to monitor service levels and ensure continuous improvement.

Flexible Customer Interfaces

tick-inside-circle-1Toll-Free or Local DID Numbers: customized answering script included)

tick-inside-circle-1 E-mail: processing of incidents or requests via email

tick-inside-circle-1 Self-Service Management Portal: specifically configured tools to provide end-users with the option to create their own tickets and monitor status.

Multilingual Capabilities

tick-inside-circle-1 English & Spanish

tick-inside-circle-1 Other languages may be available upon request

Onsite Desktop Support

tick-inside-circle-1 Desktop, mobile device and printer support

tick-inside-circle-1 24x7x365 remote support:Including weekends and    holidays

tick-inside-circle-1 Call answering, ticket recording, prioritization, and distribution/escalation

tick-inside-circle-1 Level 1 triage for end-user support. Ticket escalation to our clients’ internal IT level 2 teams. In some cases, we may perform Level 2 support if needed.

tick-inside-circle-1 Escalation to third-party vendors

tick-inside-circle-1 VIP support based on client requirements.

tick-inside-circle-1 Cloud-based IT Service Management Tool included (if needed)

tick-inside-circle-1 Assigned Service Delivery Manager to serve as remote support all year long

tick-inside-circle-1Contractual service level agreements (SLAs)

tick-inside-circle-1Strong performance metrics that include both actual numbers and predictive trends to continuously improve efficiency and monitor ticket reduction.

tick-inside-circle-1Best-in-class Knowledge Management Tool for SOP documentation.

tick-inside-circle-1Web Reporting Platform.

tick-inside-circle-1Periodic Monthly, Quarterly, and Annual Performance Reviews to monitor service levels and ensure continuous improvement.

tick-inside-circle-1Toll-Free or Local DID Numbers: customized answering script included)

tick-inside-circle-1 E-mail: processing of incidents or requests via email

tick-inside-circle-1 Self-Service Management Portal: specifically configured tools to provide end-users with the option to create their own tickets and monitor status.

tick-inside-circle-1 English & Spanish

tick-inside-circle-1 Other languages may be available upon request

tick-inside-circle-1 Desktop, mobile device and printer support

10 Benefits of our Help Desk Outsourcing Services

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Increased internal focus on innovation and business growth
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Optimized support costs
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Improved end-user productivity with reduced response and resolution times
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Increased automation and controls
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Increased coverage schedules
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Enhanced operational visibility and service consistency
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A clear understanding of cost per service to your business
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Simplified operations by reducing ticket volumes through proactive management
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Improved workforce caliber
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Greater operational flexibility and scalability
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Why Auxis?

CLOSE TO HOME

 

Conveniently located in Costa Rica, the #1 Nearshore Outsourcing Destination with outstanding English skills.

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PERFORMANCE-DRIVEN MINDSET
We go beyond labor savings and become a true value-creation partner to our clients. With deep ITIL expertise, we bring standard processes and controls to ensure continuous improvement and the optimal combination of governance, technologies, and people.
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PROVEN MODEL SERVING THE US
We bring a proven track record supporting leading organizations in North America
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HIGH CLIENT SATISFACTION
Customized, high-touch delivery model with 95%+ contract renewal rate
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TOP 100 GLOBAL OUTSOURCER
Recognized as a Top 100 Global Outsourcing Provider by IAOP for three consecutive years (2016-2018)
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20+ YEARS TRACK RECORD
We bring over 20 years of experience helping CIOs achieve peak performance in their IT Operations
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FULL IT OPERATIONS CAPABILITIES
Ready to support all your IT Infrastructure Management needs beyond Service Desk
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DEEP TECHNICAL SKILLS
Strong Technical Certifications & Partnerships including SSAE-18, AWS, Azure, etc.
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Conveniently located in Costa Rica, the #1 Nearshore Outsourcing Destination with outstanding English skills.

We go beyond labor savings and become a true value-creation partner to our clients. With deep ITIL expertise, we bring standard processes and controls to ensure continuous improvement and the optimal combination of governance, technologies, and people.

We bring a proven track record supporting leading organizations in North America

Customized, high-touch delivery model with 95%+ contract renewal rate

Recognized as a Top 100 Global Outsourcing Provider by IAOP for three consecutive years (2016-2018)

We bring over 20 years of experience helping CIOs achieve peak performance in their IT Operations

Ready to support all your IT Infrastructure Management needs beyond Service Desk

Strong Technical Certifications & Partnerships including SSAE-18, AWS, Azure, etc.

Robust Service Level Agreements (SLAs)
>60 - 75%
FIRST CALL
RESOLUTION RATE
<30 Sec
AVERAGE
SPEED ANSWER
<5%
CALL ABANDONMENT
RATE
>95%
RESOLUTION TARGETS
MET
<30 Min
INCIDENT OR
REQUEST RECORDING
Currently supporting more than…
Users
12,000
USERS
settings
120,000
TICKETS PER MONTH
loupe
70,000
REQUESTS PER MONTH

Our Clients

WANT TO LEARN MORE ABOUT OUR CLIENT’S SUCCESS STORIES?
READ CASE STUDIES
Ready to achieve a High Performance Help Desk? Let’s connect
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Not ready for a consultation? Leverage our resource library

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Guide To Achieve Peak Performance In Your Service Desk
Brochure
CA-hel-desk-2
The Five Fundamentals To Getting the Most Value From Your IT Investment
Whitepaper
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Auxis Provides Large Publisher Of Children's Books With Service Desk Support
Case Study