Auxis Help Desk Support Services

Modernize Your Service Desk While Refocusing your Team on Innovation

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Clients

25 Years Delivering Peak Performance

Transition to a High-Performance Service Desk


With over 70% of organizations planning to continue to allow their employees to work from home indefinitely, a well-run IT Help Desk is no longer a “nice to have” but a “must have” that many organizations are finding easier to achieve through outsourcing.

We bring 25 years of experience helping CIOs modernize their service desk operations by leveraging our 24x7x365 Costa Rica Delivery Platform that uses a cost-effective, consumption-based model to scale and evolve from a people centric to a service centric operation.

In addition to cost optimization, outsourcing with Auxis will help you upscale your customer service experience through better processes, governance, and proactive management.

95% of organizations that are currently outsourcing their service desk are planning to maintain or increase the level of work being outsourced”

Source: 2019 IT Help Desk Outsourcing Trends & Customer Experience, Computer Economics

Auxis Turnkey IT Help Desk Services

We will build a tailor-made service desk support model to meet the specific needs of your business. Our turnkey approach will bring you the right combination of people, process and technology, including:

 

Customized Hours of Operation

24x7x365 available

Multilingual
Capabilities

English, Spanish, French, Portuguese and more

Service Catalog with Clearly Defined Levels of Support (L1, L2, etc.)

including prioritization and escalation points by application

Real-Time
Analytics

to proactively monitor and improve performance

Telephony & Best-In-Class Call Center Platform

to better manage the contact queue

ITSM
Platform

to fully manage your incident management cycle

Robust Knowledge Base & Training Program

continuously updated and maintained by our team

Workforce Management & Quality Assurance

to ensure full coverage staffing schedules

Automation for Core Processes

through workflow, RPA, and more

Flexible
Customer Interfaces

call, email, chat and self-service

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Trusted by Leading Organizations from Mid-Market to Enterprise

Our Client Success Stories

Healthcare Service Desk Case Study: Auxis Swiftly Expands Medical Equipment Company’s Support Team


Read our Healthcare Service Desk case study to learn how Auxis helped a medical equipment client minimize downtime and maximize end-user satisfaction.

IT Outsourcing Case Study: Auxis Maximizes Performance for a Fast-Growing Franchising Organization


Read our IT outsourcing case study and discover how Auxis continues to deliver trusted IT outsourcing services that maximize performance and scalability.

Aviation Service Desk Case Study: Scaling IT Support


Read this aviation service desk case study to discover the benefits of implementing the best-in-class, scalable, and cost-effective Level 1 IT support.

Auxis Builds Customized 24x7 IT Help Desk Outsourcing Platform for Global Digital Media Company


This case study reveals how outsourcing the IT Help Desk to Costa Rica brought this client labor cost savings of 20%.

Step-by-Step Guide

to Successfully Outsourcing Your Help Desk

Client Testimonials

  • Having a partner like Auxis who can effectively take on IT operations gives me the capacity to spend more time on understanding both the tactical and strategic needs of the business...”

    Chidi Alams

    Head of IT & Information Security

    Heartland Automotive Services

  • With Auxis now handling the day to day IT operations, it’s freed up a lot of time for us to step out of the weeds and really focus on how we take our organization from good to great”

    Floris Kleijn

    Chief Information Officer

    Unilode Aviation Solutions

  • The culture of Auxis is always do what they say they will do and deliver the solution”

    Joe Harber

    Chief Information Officer

    Applica Consumer Products

Why Auxis?

25+ Years Modernizing IT Operations

 

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Located in Costa Rica, the #1 Nearshore Destination with High-Caliber IT Talent & English Skills in your Same Time Zone

Nearshore Center in Costa Rica

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Proactive, Continuous Improvement Mindset with Best-In-Class Automation, Analytics and ITSM Practices

Best-In-Class Processing

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High Client Satisfaction with 95%+ Contract Renewal Rate

Client Satisfaction

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Full IT Operations Capabilities Beyond Remote Service Desk

Full IT Operations Capabilities

Strong Partnerships & Certifications

Robust Contractual Service Level Agreements

Our Standard SLAs include…

 

> 60 - 75%

FIRST CALL RESOLUTION RATE

< 30 Sec

AVERAGE SPEED ANSWER

< 5%

CALL ABANDONMENT RATE

> 95%

RESOLUTION TARGETS MET



Different SLAs? Let’s work together to understand your needs

Not Ready for a Consultation? Check Out our Help Desk Resources:

READY TO ACHIEVE A HIGH PERFORMANCE HELP DESK?

Let’s Connect!

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