24/7 User Support for a Renewable Energy Company

About the Customer

The Customer is a US-based renewable energy company. Serving multiple sectors, including government, education, healthcare, and manufacturing, the company implements cutting-edge alternative energy systems, builds and manages energy plants, and offers solutions for energy data analytics and use optimization.

The Need for Round-the-Clock Employee Support

Before partnering with ScienceSoft, the Customer's internal IT team was responsible for addressing all employee issues, including technical incidents, during regular business hours. As the company expanded its presence beyond the United States, it faced the need to cover multiple time zones with 24/7 IT support to ensure prompt resolution of Tier 1 incidents.

Handling 500 Tickets per Month

Serving as the first point of contact for the Customer's employees seeking help desk assistance, ScienceSoft's team processes around 500 monthly tickets. 48% of all incoming tickets are classified as Tier 1 and successfully resolved by our team.

The Customer's employees submit their requests via a web help desk form, which is redirected to a Jira-based ticket management system. All information about each incident is collected here, allowing support agents to review the complete case history. Upon receiving a new ticket, ScienceSoft’s team classifies it according to urgency and severity. Tickets classified as Tier 2 and above are promptly escalated to the Customer's in-house IT team.

Rapid Issue Resolution

ScienceSoft's Tier 1 support agents respond to employees' requests via email within 30 minutes. Typically, issues are resolved in less than 24 hours.

Our team covers routine Tier 1 help desk tasks such as:

• Managing Windows accounts, tackling username and password problems.
• Remote hardware configuration (printers, scanners, monitors, keyboards, etc.).
• Installing and updating drivers.
• Handling users' activation or validation errors, such as entering license keys, resetting license activations, and adding users to license groups.
• Installing and updating user applications (Microsoft 365, Adobe products, etc.).
• Troubleshooting issues with users' access to the Customer's intranet.
• Responding to phishing attempts (verifying suspicious emails submitted by employees and reporting them to the Customer’s cybersecurity team).

Providing prompt and successful issue resolution for over a year, ScienceSoft has contributed to the employee satisfaction score of 4.9/5.

Managing Emergency Calls

If an urgent incident requires immediate action, the Customer's employees can reach ScienceSoft's support by phone. Such cases are rare, but when they happen, our support agents resolve these incidents immediately, usually during the phone call.

Key Outcomes for the Customer

• Employee satisfaction score of 4.9 out of 5.
• ScienceSoft's Tier 1 team resolves 48% of all incoming tickets, freeing up time for the Customer's in-house support team to focus on more complex issues.
• First response time for incoming tickets is less than 30 minutes.
• Fast ticket resolution (>24 hours).

Techs and Tools

Atlassian Jira, Microsoft Teams, Microsoft Outlook, Team Viewer, Active Directory.