24/7 L1 Support for an Educational Company Operating in 39 Countries

The Customer

The Customer is an educational organization dedicated to making professional environments more inclusive and diverse. Located across 39 countries, the Customer’s experts help companies introduce inclusion to their workplaces through live training via the Customer’s proprietary learning platform.

Need for a Professional L1 Team to Cover for Support Engineers on Leave

The Customer had an in-house support team of three engineers who all wanted to go on a six-month parental leave nearly at the same time. Investing efforts in hiring and onboarding new support agents for such a short period was inefficient for the Customer. So, the company was looking for a temporary L1 team to provide comprehensive 24/7 support for about six months.

24/7 Support Aligned with Inclusive Business Practices

Trusting ScienceSoft’s 16 years of experience in help desk services, the Customer turned to us for L1 support. One of the Customer’s requirements was to provide user support exclusively via Zoom video calls to further promote transparency and face-to-face collaboration within the company.

To ensure full coverage of the leaving team members’ responsibilities and comply with the Customer’s unique request, ScienceSoft composed a team of five support agents and a team lead. According to the SLA, ScienceSoft handled 200 tickets per month, providing 24/7 support to the Customer’s employees across Europe, Asia, and the US.

The Customer’s employees mainly use Apple devices and operating systems for work. To resolve the tickets efficiently, our team quickly developed custom support algorithms that helped speed up issue resolution during live video calls.

The scope of ScienceSoft’s support tasks included:

• macOS and iOS device setup, configuration, and troubleshooting.
• Hardware troubleshooting (malfunctioning printers, scanners, monitors, keyboards, etc.)
• Scanning employees’ devices for malware and phishing threats.
• Asana support (software updating, creating and managing teams, providing access to boards).
• 1Password support (password recovery and updating, creating vaults for new employees).
• Google Workspace support (adding Google licenses, adding and removing users from groups/distribution lists, password reset, MFA activation).
• RingCentral support (resetting voicemail passwords, providing licenses, adding and removing users).
• BitLocker support (setup for macOS and Windows, encryption key recovery, etc.).

Key Results

Instead of having to hire and train a new in-house support team to cover for the old team’s six-month leave, the Customer quickly gained access to experienced L1 engineers from ScienceSoft. Our team quickly adapted to the Customer’s unique help desk processes, including Zoom calls as the primary mode of communication, and provided consistent 24/7 support to the Customer’s employees across the globe.

Technologies

Freshdesk, Slack, Zoom, Cisco (Meraki, Umbrella, AMP), Synoptek, InfoSec, BitLocker, RingCentral, 1Password, Asana.