Running a high-performance Service Desk requires IT organizations to develop multiple capabilities around Knowledge Management, Training, Quality, Reporting & Innovation that they typically lack the scale, focus, or money to build and maintain on their own. A lot of CIOs that are looking to outsource their help desk initially target the very obvious pain points that outsourcing can solve for them, including the rising IT labor costs and talent shortages in the US. But what about quality and continuous improvement? Join our panel of experts on April 27th to learn the key hidden benefits of help desk outsourcing and how organizations are leveraging Auxis’ Help Desk Center of Excellence (“COE”) to get the required supporting functions that they cannot afford to ensure steady and reliable levels of service.

1. Hidden Benefits of Help Desk Outsourcing:
Auxis Center of Excellence Spotlight
Webinar
Jose Alvarez
Head of IT Managed
Services
Auxis
Alvaro Prieto
Senior Managing Director
of Technology Services
Auxis
Adriana Bombaci
Business Development
Sr Manager
Auxis
April 27th at 12:00pm ET

2. Delivering a High-Quality Service Desk is Becoming
Increasingly More Important and More Difficult...
"Investments in help desk-related
services are increasing from 25% to
50% nationwide"
"North American Help Desks are
experiencing an average turnover of
40% per year"
"95% of organizations already
outsourcing their help desk are
planning to maintain or increase
their level of outsourcing"
Digital Transformation
Work at Any Time From Anywhere
Tight IT Budgets with Increasing Demands
Technology Dependence Across The Enterprise
Attracting & Retaining Talent
Sources:
-Gartner
-Help Desk Institute
-2020 Global Managed Services Report, Economic Times
-2019 Help Desk Outsourcing Report, Computer Economics

3. 3
Characteristics of a High-Performing Service Desk
Whether you outsource or not, you need a modern help desk!
Clearly defined services that are
mapped to the business needs
Process-dependent
versus people
dependent
Robust web-based
knowledge tool
Workflow automation
in core processes
Self-service
capabilities
Strong performance
metrics and proactive
problem management
Consumption-based
pricing model
Flexible staffing model
to deal with business
cycles

4. 4
Benefits from Outsourcing your Help Desk
Service Consistency
Potential for extended hours of Service
Best Practices and
Improvement/Automation Opportunities
Additional Talent pool to get high
caliber talent
Performance Management
Flexible SLAs
Quality and Knowledge Management
Practices
A Partner that will work with you
towards great service
Resource Management & Recruiting Increased Customer Satisfaction

5. 5
What are some of the “not so obvious”
benefits you would look for when
outsourcing your Help Desk?
Poll Question # 1
1. Increase Customer Satisfaction
2. Improve Service Consistency
3. Access to Best Practices
4. Better Reporting & Performance Management
5. Delegate Resource Management
57%
43%
57%
43%
71%

6. 6
Transforming into a High Performing Help Desk while
doing it in house can be challenging…
Company User
Help Desk Agents
Traditional Help Desk Modern Help Desk
Self Service & Automation
Training
Knowledge Base
Workforce Management
Metrics & Reporting
Center
of
Excellence
Tools & Technology

7. 7
The Auxis Center of Excellence
Works with client Customer
Support operations to define
Quality standards, aligned with
customer expectations and
requirements, the provides
ongoing periodic call
monitoring, evaluation and
reporting of Agent performance
based on these standards and
requirements.
Provides initial onboarding and
overseeing nesting for new hires, and
based on inputs from the Quality
Assurance team, provides spot training
for skills or process refresh or changes,
based on established customer
processes and operational requirements
Works with client Customer
Support operations to establish,
monitor and update call
forecast, and establish and
manage workforce schedules to
adjust to changes in call arrival
patterns, call types, etc.
Additionally, provides Real-Time
Monitoring of customer contacts
to help manage spikes in
volume within the daily
schedules.
WORKFORCE
MANAGEMENT
TRAINING
CUSTOMER
SUPPORT
CENTER OF
EXCELLENCE
QUALITY
ASSURANCE
Creates and maintains all processes
and procedural documentation for
trainers, agents and end-users to
reference at all times. Publishes
curated knowledge articles to the
self-help portal including selected
articles with self-healing capabilities.
PROCESS &
KNOWLEDGE MGMT
REPORTING
INNOVATION
Creates and maintains all reports to
track SLAs, KPIs and performance of
operation, while also providing
visibility to the customer.
Works with the operation team to
determine areas of opportunity to
include innovation such as
automation, bots, etc.

8. 8
Which of these COE functions do you have
in your Help Desk Operation today?
Poll Question # 2
1. Workforce Management
2. Training & Quality Assurance
3. Knowledge Management
4. Reporting
5. Continuous Improvement & Innovation
17%
50%
67%
67%
50%

9. 9
Real-World Client Success Stories
98% Customer Satisfaction
Increased Focus on Innovation
Extended Hours of Support to 24x7
Scalability & Best Practices
40% Cost Savings vs. In-House Model
After a significant acquisition in the Americas, customer
needed to modernize and expand their support model.
Add new services and support a much larger number of
users, while being able to improve the user experience and
track key reporting metrics.
Customer Satisfaction Surveys
Self-Service Portal
Chat Functionality
CLIENT A
Global private aviation company operating
in more than 1,900 airports and 187+ countries

10. 10
Real-World Client Success Stories
Company resulted of a spin off, which required them
to get all their IT operations built from the ground
up. Processes, resources, intellectual knowledge, etc.
Built agile, global operations
Increased Flexibility & Scalability
Improved Visibility & Metrics Reporting
Access to Top IT Talent
Creation of Policies, Procedures,
Processes & Knowledge Base
Metrics & Dashboard Reporting
CLIENT B
Global printing organization created from
a spin-off from Kodak in 2019

11. 11
Curious About the Benefit of Help Desk Outsourcing with Auxis?
Schedule a Free Optimization Assessment
Benefits you will get:
✓ Benchmark your current performance versus industry best practices:
✓ Cost structure
✓ Productivity per agent
✓ Quality and service consistency (e.g. first call resolution, etc.)
✓ Maturity of your COE supporting functions
✓ Turnover and talent gaps
✓ Key opportunities for automation
✓ Understand the value of nearshore outsourcing for your specific help
desk organization (Costa Rica, Colombia or hybrid)
✓ Key benefits you can get versus in-house model
✓ Recommended outsourcing model: dedicated versus shared
✓ Financial Business case
✓ Implementation roadmap
Contact adriana.bombaci@auxis.com to
schedule your assessment or if you have
any questions

12. 12
Q&A

13. Thank you for attending!
Download Today!
Jose Alvarez
Jose.alvarez@auxis.com
Alvaro Prieto
Alvaro.prieto@auxis.com
Adriana Bombaci
Adriana.bombaci@auxis.com

14. 14
Training & QA
Onboarding
QA Retraining
(After bad
evaluation)
6 Months
Refresh
(Keep team
trained)
Main Training Topics
• Service Desk Induction
• Procedures & tools
• Customer Service
• IT Basics & IT Leveling
• Documentation
• Ticket Handling
• Ticket System
• Customer Specifics
Processes
• Shadowing
• Nesting
Training Process QA Process
• Sample of 3 calls per agent
• QA Form evaluating dialog, script &
follow up including:
• Greeting & Closing
• Correct understanding of the issue
• Interpersonal skills
• Effective communication
• Hold/Mute time
• Troubleshooting
• Ticket Management
Evaluation
• Communication to agents
• Communication to customers
QA Dashboard
Refresh
• Action plans
• Focus groups
• Intervention
• Re Training
Agent
Feedback/Coaching
• Agent disagreement register
• Team Lead Review
• QA re-schedule
• QA confirmation/discharge
Calibration

15. 15
Knowledge Management
Customer
Onboarding
Process
Mapping
KB Creation -
Exp Dates
Assigned
KB Approval
and Publication
KB Candidate -
Update
Submission
KB Evaluation -
Testing
KB update -
Exp Dates
renewed
KB Approval
and Publication
KB Candidate -
New
Submission KB Evaluation -
Testing
KB Creation -
Exp Dates
KB Approval
and Publication
Yearly
Recertification
Review Expired
Knowledge
Map new
processes
Update KBs –
Exp Dates
KB Approval
and Publication
Process Summary