Managed Helpdesk

Since our inception in 2012, Auxilion has pioneered a smarter way to deliver Helpdesk Managed Services for blue-chip clients across corporate, public sector and small business.

Managed Helpdesk Services

Outsourcing the management and operation of IT has become an economic necessity for organisations looking to reduce the cost of IT operations, while focusing on core business activities that contribute to the bottom line.  This is particularly the case for helpdesk and end user support services.  Organisations are finding that the out-tasking of their helpdesk function can both drive up service levels and at the same time reduce overheads and costs for IT departments.  The missing piece is therefore finding the right partner who can deliver for you.

As an organisation with people at our heart, we provide clients with quality, cost effective outsourced IT end user helpdesk managed services. Since our inception in 2012, Auxilion has pioneered a smarter way to deliver Helpdesk Managed Services for blue chip clients across corporate, public sector and small business.  For the 15 years before that, we have been delivering complex helpdesk services supporting IT end users and infrastructure for the top technology companies globally through our parent company, I.T. Alliance Group.  Today Auxilion has an impressive track-record in the provision of quality, cost-effective outsourced IT helpdesk services based on our proven Outsource IT Managed Services framework and delivered through our dedicated in-house Service Management Office (SMO).

Key Features

  • Industry best-practice service including ISO20000, ITIL-aligned and Cyber Essential certified
  • 24/7 phone, email and self-service portal for IT incident and service request call-logging
  • Flexible deployment options including remote, onsite or hybrid helpdesk managed service
  • Helpdesk Managed Services Framework

Auxilion leverages our proven framework in the design and approach to our helpdesk managed service operations. This includes:

  • Service Level Agreement (SLA) backed service ensuring service excellence
  • Service delivery relationship management including alignment to client needs
  • Staff management for all resources deployed as part of the service, remote or onsite
  • Staff welfare and development management for all resources required to deliver your service
  • Ongoing service improvement as part of our CSI programme (Continuous Service Improvement)

Transition Management

Customers making the transition to our IT helpdesk service require absolute assurance that there will be no service downtime which could negatively impact their business, their productivity or their bottom line.  Auxilion applies a proven methodology to assist clients in making the transition to the new service.

Transition Process

  • Assessment – includes benchmarking and gap analysis against ITIL and ISO20000 standards
  • Service Transition – includes leveraging our PMO and SMO office to ensure a smooth transition
  • Service Delivery – managed by our SMO and aligned to ITIL framework best practices.
  • Service Transformation – facilitates the elimination of ineffective / inefficient helpdesk practices

Key Benefits

  • Proven to be more cost effective compared to internal delivery
  • Reduced IT and business risk
  • Optimised and consistent quality of service (QOS)Reduces client staffing costs
  • Flexible approach with remote, onsite or hybrid setup options
  • Increases IT end-user customer satisfaction
  • Industry best-practice methodology and approach e.g. ISO, ITIL
  • Value add and continuous service improvement initiatives
  • Proven Helpdesk Services provider with experience and expertise
  • Dedicated Service Management Team
  • Dedicated resourcing to ensure staff and service continuity
  • Value-add and Continuous Service Improvement (CSI)

How our Helpdesk Service helps the kids!

24x7x365, ISO20000 certified & ITIL-aligned Helpdesk

ICT end users can log IT incidents and service requests via phone, email or a customer-branded self-service portal.

Managed services

Irish Continental Group

Shipping, transport and leisure company, Irish Continental Group (ICG), wanted to outsource the management and monitoring of critical ICT infrastructure ac...

To learn more about Auxilion’s Managed Helpdesk Service, contact us today – a member of our Managed Services team is on hand to answer your questions!