White Label Help Desk for a Managed Service Provider

Customer

The Customer is a US-based managed IT services provider that offers end-to-end technology and support solutions to small businesses.

Challenge

After the Customer’s help desk services client base grew to 25 long-term clients, the Customer started lacking the in-house help desk engineers to handle all the incoming support requests. To maintain the high level of service quality and retain the existing clients, the Customer was looking for a reliable outsourced help desk services provider.

Solution

Impressed with ScienceSoft’s 16 years of help desk experience and our sizeable portfolio of similar projects, the Customer turned to us for white label help desk services. ScienceSoft was to provide support to the end clients on the Customer’s behalf and handle approximately 200 help desk tickets per month.

ScienceSoft started by analyzing the Customer’s support requests backlog to suggest the team’s size and composition, then assigned a team of three L1 support engineers and a team lead. According to the SLA designed together with the Customer, ScienceSoft’s agents were to:

• Provide L1 help desk support to the Customer’s end clients and escalate more complex issues to the Customer’s in-house L2 team.
• Respond to email requests within 30 minutes.
• Resolve or escalate issues within 15 minutes from the first response.

Within a single week, ScienceSoft’s help desk team grasped the specifics of the ticketing system (Zoho ManageEngine ServiceDesk Plus) and the collaboration tool (Intermedia Unite) the Customer was using as well as the software specifics of the Customer’s end clients.

As of December 2022, the cooperation between the Customer and ScienceSoft has lasted for more than 12 months already. On an 8/5 basis, ScienceSoft’s L1 help desk team resolves login, PC, and network issues, performs Microsoft 365 administration, Microsoft Exchange management, application and updates installation, new users setup, etc.

The Customer regularly shares the positive feedback from its end clients with ScienceSoft. ScienceSoft’s team lead stays in touch with the Customer to resolve any questions that arise during the cooperation and prepares monthly reports to the Customer. The reports include such KPIs as:

• Total amount of cases.
• Total amount of extra cases.
• Number of escalated cases.
• First response time.
• Resolution rate.

Fully satisfied with our services, the Customer recently decided to extend its partnership with ScienceSoft to L2 support, trusting our team to handle more complex technical issues.

Results

For over a year, the Customer has been receiving white label help desk services from ScienceSoft. During this time, ScienceSoft reached and maintained L1 issue resolution rate at >95%. Pleased with the quality and speed of the services ScienceSoft provides, the Customer is planning to entrust its L2 help desk tickets to ScienceSoft as well.

Technologies and Tools

Zoho ManageEngine ServiceDesk Plus, Intermedia Unite, Microsoft Teams.