Helpdesk is not just the first point of contact with the customers but an important tool to improve operational efficiencies inside the organization as well.

To customers, contacting your technical support operations, if the issues are not resolved, it will not only result in customer dissatisfaction but also a reduction in service usage. This has also been identified as an important lead indicator of customer attrition and repeat business going to the competition.

There are various hurdles in having and maintaining a high-quality customer helpdesk:

• Lack of 24x7x365 resource availability, leading to improper handling of Customer Calls and Incident Tracking
• Finding the right knowledgeable, helpful resources can be major contribution to high customer satisfaction level.
• Size of the company – Company may choose to prioritize their resources away from back office services.
• High Technology Obsolescence
• Revenue Margin pressures are also encouraging companies to review their existing cost function

Customer Helpdesk though important, is a non-core function for the companies. The high maintenance costs and engagement of in-house resources make it an excellent candidate for outsourcing.



AuxiCogent's management team has pioneered Technical Support operations from India for many Fortune 500 companies. Offshore delivery operations for large global OEMs have been successfully setup and managed.

We hand-hold first-time outsourcers in setting up their processes and successfully growing them to a steady state operation.

For companies that are already outsourcing their technical support and helpdesk operations, we offer capabilities to outperform defined service levels and provide extremely economical cost metrics.

We offer services covering traditional “lift & drop” operations to platform based solutions.

Technical Support Services
• Level 1 & 2 Support
• Helpdesk
• Warranty Support
• Applications Support
• Desktop, Hand-held devices, Network products Support

Channels Supported
• Telephone
• Email/Fax
• Web-based (Chat/IM/Portal)
• Remote Diagnostic and Collaborative Browsing Tools