White-Label L1 Help Desk to Ensure After-Hours Support

About Customer

The Customer is a managed IT services provider centered in the UK. The company serves the healthcare and social housing sectors.

Outsourced Team Required for After-Hours Client Support

The Customer's in-house IT department delivers efficient L1–L2 support to the clients during regular working hours. However, some of the clients required support beyond business hours. To meet this demand, the Customer partnered with ScienceSoft to provide after-hours L1 support under the Customer's brand name.

After-Hours Service Package to Handle 100 Tickets Monthly

ScienceSoft assembled a team of five L1 engineers to address user-side issues of the Customer's clients. Within four weeks, the team grasped all the ins and outs of the Customer's processes, allowing them to provide timely and effective support.

Following the SLA, ScienceSoft’s team is to respond to all after-hours tickets received via emails within 30 minutes and answer calls within 40 seconds.

ScienceSoft's L1 engineers handle the following tasks:

• Solving user authentication issues (e.g., MFA management, login and password reset).
• Resolving issues with email client setup and configuration (e.g., configuring auto-responses and setting up automatic email dispatch).
• Tackling basic issues with the clients' CRMs (e.g., updating CRM to the latest version, tackling user access issues).
• Installing, uninstalling, updating the clients' applications.
• Verifying suspicious emails and reporting them to the Customer's cybersecurity team.

All incoming tickets are logged and managed within the Customer's internal ticketing system, Halo Service Desk. Typically, ScienceSoft resolves 45% of all the tickets coming during non-business hours. The remaining tickets are out of the L1 scope. Our agents categorize them as L2 tickets and escalate them to the Customer's internal IT team, which handles the issues during working hours. In case of urgency, ScienceSoft's L1 agents have the authority to escalate L2 tickets to technical experts from ScienceSoft for prompt issue resolution.

In line with our collaboration model, ScienceSoft ensures transparency regarding the service quality level by delivering monthly reports. These reports detail the number of tickets resolved, first response time, and resolution rates.

Key Outcomes for the Customer

• Teaming up with ScienceSoft, the Customer provides effective 24/7 L1 support to their clients while upholding a high level of USAT.
• FRT for emails is 19 minutes (while the SLA specifies a 30-minute FRT), and ART for phone calls is 40 seconds.
• ScienceSoft resolves 45% of user-side issues received during non-business hours. The remaining tickets fall under the L2 scope, and they are escalated to the Customer's L2 team.

Tools

SoftPhone.Pro, DUO Admin, Active Directory, OpenVPN Connect, Halo Service Desk.