Auxis & Grant Thornton join forces to set a new standard for modern advisory.
Auxis & Grant Thornton join forces to set a new standard for modern advisory.
Amid growing competition and uncertain market conditions, a well-run IT Help Desk is no longer a “nice to have” but a “must have” for businesses seeking quality service experience for their employees and end users, However, most organizations find themselves hard pressed to invest in and build in-house IT help desk and service desk capabilities, given how in-house IT staff are already stretched thin and struggling with multiple competing priorities.
As an Outsourcing IT Help Desk Services provider, Auxis understands the critical role that an efficient IT service desk plays for a business. We understand that providing exceptional user experiences is the key to user satisfaction and equip desk agents with the skills and tools necessary to do their job well. This ensures that employers, customers, and business partners get top-notch service, whenever they need it.
We have been helping CIOs modernize their help desk and service desk operations by leveraging our 24x7x365 Nearshoring Delivery offering that uses a cost-effective model to scale and evolve from a people–centric to a service–centric operation. We use in-house analytics capabilities to automate processes where possible, to allow agents more time to work on strategic and higher quality work and deploy analytics to review processes and identify areas of improvement. Our consumption-based model ensures you only pay for the help desk managed services you use, allowing you to rapidly scale up or down as required.
Powered by partnerships with leading technology providers, we ensure that our outsourced help desk services go beyond just troubleshooting to provide comprehensive technical support and lower time-to-resolution. We create better processes, establish robust governance, and adopt proactive management strategies to identify and address potential issues before they impact users. This ensures we provide reliable and effective assistance to your stakeholders, freeing up your in-house IT department to focus on minimizing downtime and disruption.
The turnkey approach adopted by our IT help desk support services brings you the right combination of people, processes, and technology, including:
- Source: Global IT Experience Benchmark: H1/2023
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.
We provide help desk solutions with customizations, flexibility, and high-touch service, to deliver exceptional customer experiences.
Our consultancy expertise and unwavering commitment to continuous process improvement yield not only labor savings but also enhanced business processes, controls, and comprehensive reporting.
Auxis boasts a 25+ year track record of steering executive teams toward achieving high-performance IT organizations.
Beyond remote service desk outsourcing, we offer full IT operations capabilities, including Infrastructure Management, Cloud and Data Center Managed Services, and IT Security.
We offer a 60-75% First Call Resolution Rate and an average answer speed of under 60 seconds for prompt technical issue resolution.
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Case Study
Case Study
Case Study
Case Study
Case Study
Case Study
Help desk outsourcing involves hiring a third-party provider to handle IT support for end users. These services generally include troubleshooting and ticket resolution in a multi-tiered support model, improving efficiency, lowering attrition, proactively solving common issues, and freeing up internal IT resources for more strategic work.
Outsourcing help desk support helps organizations reduce costs, improve service availability, and scale more easily. It provides access to trained IT professionals, faster issue resolution, and around-the-clock support coverage that minimizes downtime and increases end-user satisfaction. It also allows internal IT teams to focus on strategic initiatives instead of day-to-day troubleshooting.
Organizations often outsource Level 1 support, including tasks like password resets, access requests, device configuration, and basic network support. Some companies also outsource incident escalation to more experienced Level 2 support teams that provide in-depth end-user troubleshooting and resolution of incidents Level 1 technicians can’t handle.
Help desk outsourcing may be a good fit if your IT team is stretched thin, response times are lagging, or support demands are growing faster than your internal resources. It is also worth considering if you need 24/7 coverage, want to reduce support costs, or are looking to access AI and automation like self-service portals without a big upfront investment.
Nearshore help desk outsourcing offers a balance between the cost savings of offshore models and the accessibility of onshore support. It typically provides better time zone alignment, faster response times, and stronger cultural and language compatibility than offshore options while maintaining a lower cost than onshore solutions. This makes it a strong choice for organizations looking for both efficiency and real-time collaboration.
We want to learn more about your organization to help you achieve your business goals.
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Learn how to boost help desk efficiency with Auxis, embarking on a journey toward peak performance through personalized strategies. Complete the form to expedite your path towards an optimized help desk experience.
