WEBINAR RECAP:

Help Desk Outsourcing
On The Rise:

Keys to a Successful Implementation

June 23rd, 2021

The importance of a well-run Help Desk to the overall reputation of the IT department within your user community should not be underestimated. These interactions are often the primary “face” of IT to the business and if not done right can undermine all the great things IT does that are not as visible.

Especially after COVID, many IT executives have realized that Help Desk is not an area that will move the needle in terms of competitive advantage for their business, which means it often doesn’t get the attention required to meet user expectations.

In an effort to improve service quality, consistency and scalability, more and more CIOs are looking into outsourcing their help desk to a trusted ITO partner. Watch this session to learn practical insights on what it takes to outsource your Help Desk for long-term success, and key considerations to watch out for when selecting your outsourcing partner.

 

Key topics for discussion:

  • Key benefits to expect from outsourcing your Help Desk and how to position its value
  • How to benchmark the performance of your current Help Desk Operation to identify optimization opportunities as part of your outsourcing migration
  • Most common misconceptions and mistakes buyers make when looking into outsourcing
    • The myth of the lowest cost per ticket
    • 24x7 coverage - do you really need it and can you afford it?
    • The importance of defining clear service levels and expectations
  • Key automation tools and capabilities to look for in your outsourcing partner
  • Location alternatives - onshore vs. nearshore vs offshore
    • Costa Rica as a top destination for Global Service Desk Operations
  • How to structure a successful outsourcing migration

Speakers

Raul Vega

Founder CEO

Auxis

Alvaro Prieto

Sr. Managing Director of IT Services

Auxis

May Huneidi

Former CIO

Hollander

Raul Vega

Founder CEO

Auxis

Raul Vega is the CEO at Auxis and an executive consultant focused on helping executive teams modernize their operating models to meet the increasing demands of today’s business environment. Throughout his 30-year career, Raul has worked with over 200 clients across 30+ countries and successfully led business transformation initiatives in multiple industries, including consumer goods, industrial manufacturing, retail, transportation, telecommunications, among others. His clients have ranged from Fortune 100 multi-nationals to private equity backed held middle market organizations.

Alvaro Prieto

Sr. Managing Director of IT Services

Auxis

Alvaro leads Auxis' technology practice and brings over 25 years of leadership, achievement and strong business and information technology experience to Auxis, having previously worked for companies like Merrill Lynch International and Pepsi-Cola International.

Alvaro has tremendous strength in leading large software developments, implementations and external teams throughout Latin America, Europe, Asia and the United States for financial services, manufacturing, distribution and non-profit organizations. He has managed and delivered business and technology projects to over 300 different companies ranging from small to large enterprises.

May Huneidi

Former CIO

Hollander

Leverage Technology to Improve Performance while Saving Millions of Dollars.

Effective, High-ROI Information Technology Leader with strong negotiating expertise. Integrate insightful business strategy, leadership, and technical expertise in pursuit of top- and bottom-line revenue goals. Build sustainable, scalable operations through innovation, creativity, and strategic organizational design. Specialize in maximizing technology ROI for global organizations through consolidation and process improvement.

Scope and execute 7- and 8-figure global business application projects. Manage needs assessments, RFP/vendor selection, SLAs, implementation, and support. Select and manage outsourcing partners.

  • Strategic Planning
  • Vendor Management
  • Process Improvement
  • Change Management
  • Quality
  • Project Management
  • Disaster Recovery
  • Business Continuity
  • Vendor Negotiations
  • Policy Development
  • Needs Assessment
  • Cost/Benefit Analysis
  • Cloud Computing
  • Outsourced Agreement
  • Commerce B2B & B2C
  • Enterprise Architecture
  • Solution Architecture
  • Cloud Computing/Service
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