Auxis Help Desk Support Services

Modernize Your Service Desk While Refocusing your Team on Innovation

 

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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 23 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

Our Client Success Stories

Help Desk in Digital Media


Auxis Implements a World-Class It Help Desk Outsourcing Platform Supporting Over 25 Different Countries Across North America and Europe in 4 Different Languages.

Help Desk in Aviation


Learn how Auxis helps Unilode with the digital transformation of its IT and network infrastructure and finishes 6 weeks ahead of schedule.

Help Desk in Automotive


Learn how Heartland Automotive Services increased productivity with 24x7x365 access to Help Desk services through Auxis’s Delivery Center in Costa Rica.

Help Desk in Publishing


Learn how Auxis helped a children's book publisher optimize their Help Desk operations and provided ongoing, centralized, and higher quality support through a nearshore outsourcing platform.

Why Auxis?

23+ 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:

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