Wednesday, 5 November 2014

Email preferred to voice for IT cloud support – Auxilion survey

Cloud computing users would prefer to contact IT support by email rather than phone call according to a study by Auxilion, the Irish owned cloud services company. The survey of almost 50,000 service incidents and requests to Auxilion’s global service desk headquartered in Dublin from January to October this year found that 84% of help desk requests are made by email, well ahead of phone calls (12%) and web (4%).

The findings were announced to mark the presentation of an ISO20000 award to Auxilion support service operations. “ISO 20000-1 is the international standard for quality management specifically focused on IT service management. This is the latest in a series of awards which Auxilion has won and will boost our ability to compete for domestic and export cloud support business across the public and private sectors,” commented Karl Howley, Chief Commercial Officer, Auxilion.

Commenting on the findings of the survey Howley added, “It is no surprise that many of today’s offices are so quiet. Even in situations where often complex communications is required, email is the business language of choice. This is also good news from our perspective as it emphasises the business importance of avoiding downtime on your network.”

Established in 2012, Auxilion, a sister company of I.T. Alliance Group, now employs 50 people. It is a cloud transformation and support company which helps Irish and international enterprises move to the cloud and support their local and global business operations.  Auxilion is a “cloud-first” service provider specialising in Microsoft’s Azure cloud systems architecture, Office 365, Lync, SharePoint and CRM and their support.

The ISO 20000-1 is the latest in a series of recent awards for Auxilion. For the second year in a row it was named winner of Microsoft Cloud OS Partner of the Year for Ireland at the annual Microsoft Worldwide Partner Conference (WPC) in Washington DC.  Graham Quinn, Auxilion Chief Technology Officer, was also named the global winner of the Microsoft Worldwide Pre-Sales Technical Specialist Award from more than 3,200 entrants in 112 countries.