24/7 L1 Employee Help Desk for Biotech Firm Cuts Support Workload by 65%

About Our Client

The Client is a fast-growing biotechnology and genomics company with headquarters in Massachusetts and several offices across North America and Europe. The company promotes precision healthcare, early disease detection, prevention, and treatment by providing its leading-edge technology and certified laboratory services to hundreds of life science and healthcare organizations globally.

Rapid Growth Increased Workload on Internal Support Team

As the company expanded its operations and hired more staff across all of its locations, the workload on the internal IT support team significantly increased. Expecting further growth and hoping to make its support team more flexible and scalable, the Client sought to outsource the entire L1 employee help desk process and partnered with ScienceSoft for our IT support services.

24/7 L1 Support Handling up to 550 Tickets a Month With 99% SLA Fulfillment

To meet the support needs of the Client’s employees across different regions, ScienceSoft gathered an L1 team that can provide support 24/7. The Client’s employees report incidents and requests via Teams chat or email, and our L1 agents respond within 30 minutes. Every incoming ticket is registered, classified, and tracked in the ServiceNow ticketing system. According to the resolution times fixed in the SLA, critical incidents are resolved within four hours, high-priority incidents — within one business day, moderate-priority incidents — within three business days, and low-priority incidents — within five. ScienceSoft has achieved a 99% SLA compliance rate for both response and resolution times.

ScienceSoft's L1 engineers are responsible for:

• User administration (creating and removing users in Active Directory, assigning users to groups, etc.).
• Resolving authentication problems, including resetting passwords and providing users with recovery keys.
• Remotely troubleshooting incidents with peripheral devices (computer mice, keyboards, printers, headsets, etc.).
• Installing, configuring, updating, and uninstalling user applications.
• Handling user requests and issues concerning SharePoint and Microsoft 365 apps (Teams, Outlook, Excel).
• Gathering all the necessary details about the tickets that require more complex solutions or a higher level of access and escalating them to the Client’s in-house L2 support team.

ScienceSoft handles 450–550 tickets per month, 55–65% of which get resolved at the L1 level, and the others are promptly escalated to the in-house team. The Client’s L2 team has consistently praised ScienceSoft’s L1 agents for efficiently resolving common user issues and escalating complex technical problems with sufficient context and minimal delays.

SLA-Compliant L1 Help Desk Cut Support Workload by 65%

As of November 2024, the global biotech provider has been partnering with ScienceSoft for a 24/7 L1 employee help desk for six months which reduced the workload on its in-house support team by 55–65%. ScienceSoft has consistently reached a 30-minute FRT and a four-hour resolution time for critical incidents, meeting 99% of SLA targets. Impressed by the positive feedback ScienceSoft received from the in-house L2 team, the Client has decided to continue its collaboration with ScienceSoft. The company plans to increase the monthly ticket package and add phone calls to the support communication channels covered by ScienceSoft’s L1 team.

Technologies and Tools

ServiceNow, Microsoft Teams, Microsoft Outlook, Microsoft 365 Admin Center, Microsoft Azure, Adaxes, BeyondTrust, ScreenConnect, Onetime Secret, LastPass.