Search
Close this search box.
IT Help Desk
Outsourcing Services
Managed Help Desk Services That You Can Rely On
Schedule my consultation

Transition to a High-Performance Service Desk

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 peoplecentric to a servicecentric 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. 

Each time a ticket is reassigned, end-user happiness decreases by nearly eight points, and users lose an average of 1 hour and 42 minutes of work time per reassignment.

- Source: Global IT Experience Benchmark: H1/2023

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

  • 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

Nearshore Pioneer in Latin America

With over 25 years of shared services experience in the region, Auxis’ IT Help Desk Outsourcing Services are provided from Latin America’s top nearshore locations. Our customers receive critical advantages like time zone compatibility, strong cultural affinity, and highly educated talent with exceptional English proficiency and familiarity of North American operations.

Costa Rica

Most mature shared services destination in the Americas, with over 350 multinationals providing business services from the country. 

Colombia

 Ranked #1 for availability of skilled talent in Latin America on the IMD World Talent Ranking and ranked #1 on the Offshore BPO Confidence Index.

Supporting Hubs

Our support hubs offer the best quality, technically skilled talent from top nearshoring destinations including Mexico, Argentina, and Guatemala, and use best practices, technology, and innovation to drive continuous process improvement.

Step-by-Step Guide to Successfully Outsourcing Your Help Desk

Strong Partnerships & Certifications

UiPath Partner Gold

Trusted by Leading Organizations from Mid-Market to Enterprise

Featured Case Study

Client Experiences

The Auxis Difference

Why Auxis Help Desk Support Services

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. 

Begin your Journey to Service Desk Excellence Today!

We want to learn more about your organization to help you achieve your business goals.

Not Ready for a Consultation? Leverage our Resource Library

Learn about the major developments in the technology world influencing IT salary trends in 2024, and unlock the secrets for attracting and retaining top talent.

Let's Talk

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.

Search