Help Desk Setup and Procurement Software L1 Support for a Healthcare Provider
The Customer Overview
The Customer is an international healthcare solutions and services provider with 40+ manufacturing sites worldwide.
Procurement Software Users Required IT Support
The Customer's employees regularly needed support to fully utilize the enterprise procurement software. Due to the lack of in-house help desk resources, the Customer decided to entrust L1 issue resolution to a third-party vendor.
Proactive and Self-Managed L1 Support Team
Impressed by ScienceSoft’s solid portfolio of IT help desk projects, the Customer turned to us for L1 help desk services. Having analyzed the Customer's needs and the volume of user requests, ScienceSoft assigned a team of three support agents to resolve up to 100 tickets per month.
When we took over L1 support, the Customer had no established cooperation between L1 and in-house L2/L3 support lines. ScienceSoft's team lead took the initiative to design a scheme for effective L1-L3 collaboration and issue escalation and presented it to the Customer. Upon the Customer's approval, we put the system into practice.
The Customer's employees use Jira Service Desk (a ticketing system) or Amazon Connect (a cloud-based call center service) to leave support requests. On a 12/5 basis, ScienceSoft's help desk engineers handle the incoming requests, resolve L1 issues (e.g., accounts creation and deletion, passwords reset, problems related to creating procurement orders) and escalate more complex issues to the L2 support line.
As defined by the SLA, ScienceSoft’s agents respond to tickets within 30 minutes and answer calls within 40 seconds. Every month, we provide the Customer with detailed reports on the number of resolved and escalated issues.
For the users' increased convenience, ScienceSoft's team prepared self-learning materials describing the peculiarities of the procurement software usage. Also, we hold monthly training sessions for regular and new employees.
According to the established cooperation model, ScienceSoft's help desk agents participate in weekly meetings dedicated to the quality of support services, ticket resolution and issue escalation.
A Full-Fledged Help Desk for Prompt Issue Resolution
As of February 2023, the Customer has been relying on ScienceSoft’s L1 support team for over two years. ScienceSoft's agents helped the Customer to set up a clear escalation scheme for help desk issues and establish effective collaboration among different support levels. The Customer is fully satisfied with ScienceSoft's swift issue resolution and our team's proactive approach and expertise.
Technologies and Tools
Jira Service Desk, Amazon Connect, Microsoft Teams, Microsoft Outlook
