L1–L2 Support Reaching 100% User Satisfaction
About Our Client
Our Client is a North American provider of electronic assembly materials for manufacturing, automotive, supply chain, healthcare, and other industries. During its collaboration with ScienceSoft, the company was acquired by a larger distributor of specialty products for industrial technology applications.
Looking for an Experienced IT Support Vendor
The Client has an extensive IT environment encompassing 500+ employee PCs, 100+ on-premises Windows servers, and 10+ software systems supporting business operations. This infrastructure requires regular monitoring and updating, and the Client’s employees also expect quick support whenever they encounter IT-related difficulties. The company has an in-house IT team that is mainly focused on complex infrastructure- and code-level tasks and does not provide basic user support. The Client has chosen IT support outsourcing as a convenient and cost-effective way to acquire the needed resources. Upon a rigorous vendor selection process, the Client trusted its L1 and L2 support to ScienceSoft.
24/7 L1 Support Resolving 250+ Tickets a Month
ScienceSoft started with a month-long discovery stage to study the existing documentation, set up access to all necessary systems, and review the existing backlog.
After the discovery was completed, ScienceSoft assigned 8 support engineers and a team lead to provide L1 support services on a 24/7 basis. The team speaks English and Spanish languages to cater to the Client’s international staff.
Setting up effective communication
In the first months of our work, we focused on polishing our communication approach to win the trust of the Client’s employees. We committed to:
- Routinely collecting users’ feedback and assessing the reasons for negative remarks.
- Reviewing the team’s verbal and written responses, pinpointing areas for improvement.
- Conducting regular internal training for the team to further improve their soft skills.
ScienceSoft’s team managed to build trusting relationships with the Client’s employees. We achieved a 100% user satisfaction rate and have maintained this metric ever since.
SLA and service scope
For L1 support, we employ Jira Service Desk as a ticketing system. If the Client’s employees hesitate to create a ticket or need immediate help, they can also contact the support team by phone or via Microsoft Teams.
We handle 250–270 tickets a month and keep the first response time (FRT) for tickets under 30 minutes. Our average ticket resolution time is 15–30 minutes.
ScienceSoft’s L1 support engineers serve over 500 of the Client’s employees and cover the following tasks:
- User onboarding and offboarding, password management, and access control.
- Management of user accounts and settings in Active Directory, Adobe Creative Cloud, Dynamics 365, Microsoft Teams, OneDrive, and SharePoint.
- Management of Microsoft licenses.
- Mailbox administration.
- Multi-factor authentication setup.
- Remote desktop enablement and troubleshooting.
- Wired and wireless network setup and troubleshooting.
- Installation of third-party apps on user PCs.
- Corporate Wi-Fi setup on users’ personal phones.
- Installation and troubleshooting of peripheral devices (e.g., printers, headphones).
- Server access management.
- Setting up secure access to corporate resources during business travels.
- Installation and configuration of DicksonOne environmental monitoring system individually for each user.
- On-demand monitoring of PC health via Lansweeper.
- Troubleshooting of Microsoft apps and corresponding mobile apps (e.g., Outlook, Word, Excel, Teams, OneDrive).
- Troubleshooting users’ issues via remote desktop access enabled by TeamViewer.
- Restoring access to user PCs via BitLocker.
- First-line phishing defense: assistance in handling suspicious emails and cybersecurity education for employees.
ScienceSoft’s L1 support team resolves about 45–50% of all incoming tickets; the more complex issues are escalated to the Client’s in-house IT team.
Migration to a new Microsoft tenant
Upon the company’s acquisition, the Client’s team grew from 500 to 1,000 users and L1 support workload nearly doubled. Due to the ongoing migration to a new Microsoft tenant, ScienceSoft’s support engineers need to reset multi-factor authentication, mailboxes, and user settings in all Microsoft systems.
L2 Support Resulting in 3x Higher PC Update Coverage
For L2 support, ScienceSoft assigned four server and system engineers who were tasked to:
- Install monthly Windows updates and patches on the Client’s 100+ Windows servers and 500+ Windows PCs.
- Check the update status for the devices and detect cases when an update fails.
- Investigate and troubleshoot detected issues.
The Client used to have only 30% of PCs and servers timely updated. After ScienceSoft’s L2 engineers took over the task, over 90% of devices are getting updated on time.
The Client also engaged our team to help the company choose and implement a monitoring system to track and record the performance and availability of its IT resources. ScienceSoft analyzed the Client’s requirements and suggested VMware and Zabbix as two proven monitoring tools. The Client opted for Zabbix as a more cost-effective option, and we assisted the company in its proper configuration and deployment.
One Year of Stable and Fast IT Support with ScienceSoft
As of December 2024, the Client has been relying on L1 and L2 support provided by ScienceSoft for over a year. During this time, we achieved:
- 100% user satisfaction with the support quality and communication.
- Consistent adherence to KPIs stated in the SLA: up to 30 minutes for the first ticket response and 15–30 minutes for ticket resolution.
- The increase from 30% to 90% of timely updated servers and PCs, which guarantees the high stability, availability, and security of the Client’s IT infrastructure.
Technologies and Tools
L1 support: Jira Service Desk, Microsoft Teams.
L2 support: Microsoft Intune, Zabbix, Microsoft Teams.
