24/7 L1 Support for North America’s Largest Industrial Distributor

About Our Client

The Client is one of North America's largest industrial distributors and manufacturers. With 50+ years of experience, the company provides specialized warehousing, transportation, and fabrication services for aerospace, electronics, chemical, and other industries.

Efficient L1 Support Team Needed to Replace Former Vendor

Before partnering with ScienceSoft, the Client used to outsource its employee help desk to another IT vendor but found the quality of the vendor's services insufficient. Seeking a reliable partner to take over the Tier 1 help desk processes from the previous vendor, the Client considered ScienceSoft due to our 17 years of experience in IT help desk services. Satisfied with our proposed KPI system and readiness to use the existing IT infrastructure, the Client partnered with ScienceSoft.

24/7 Employee Support Resolving 500 Tickets per Month

ScienceSoft's team provides round-the-clock support to the Client's employees, resolving 40–50% of all incoming tickets at L1; the more complex tickets are rerouted to the Client's internal L2 support team. With a 30-minute FRT (First Response Time), our agents process help desk tickets and phone calls, amounting to approximately 500 cases per month.

The tasks handled by ScienceSoft include but are not limited to:

• Resolving basic network connectivity issues: troubleshooting, setup, and configuration of wired and wireless network connection.
• Managing licenses: assigning licenses to users, adding users to license groups, and handling license activation errors.
• Resolving authentication issues: helping with password resets, providing users with recovery keys, assisting with Microsoft Authenticator settings, etc.
• Managing user accounts and groups: creating and terminating Microsoft accounts, administering Active Directory and Microsoft Teams.
• Supporting 170+ apps and tools: installing, updating, troubleshooting, and configuring user applications and tools, including Dickson One software, Adobe products, Cisco security products, and Microsoft apps.
• Hardware troubleshooting: assisting users with basic troubleshooting of physical devices; checking, installing, and updating drivers for printers, mouses, keyboards, and sound equipment.

Support Quality Improvement and 100% Employee Satisfaction

For over ten months, ScienceSoft has provided one of the largest industrial distributors in North America with 24/7 L1 support. After taking over the processes and unresolved issues left by a previous vendor, ScienceSoft experts improved the support quality, achieving a 30-minute FRT and 5/5 employee satisfaction score.

Satisfied with the quality of ScienceSoft's services, the Client continued our cooperation.

Technologies and Tools

Jira Service Desk, Microsoft Exchange, Microsoft Authenticator, SharePoint, Dynamics 365, Azure Active Directory, TeamViewer, Lansweeper.