White Label Support for MSP to Cut Help Desk Workload by 50%
About Our Client
The Client is a US-based managed IT services provider (MSP) offering identity and access management services, risk and threat assessment services, and IT consulting and support.
Growing Client Base Called for a Reliable Help Desk Partner
After its help desk services client base grew, the MSP was looking for an experienced support vendor who would take on a substantial part of Tier 1 Help Desk tasks and uphold the MSP's stringent service quality standards. The Client chose ScienceSoft due to our extensive experience in white-label help desk services.
8/5 L1 Support Resolving 50–80 Tickets a Month
ScienceSoft provides 8/5 L1 support to five of the MSP's end clients, handling help desk tickets and phone calls on the MSP's behalf. Sticking to a 30-minute FRT (First Response Time), our agents resolve 50–80 cases per month, which is around 50% of incoming L1 tickets. The tickets that require higher-level permissions or on-site support are routed to the Client's team.
The tasks handled by ScienceSoft include:
- Assigning Microsoft and Adobe licenses, assisting users with app installation and configuration, and resolving issues related to incorrect work of the apps.
- Administering SharePoint, troubleshooting unstable SharePoint functioning, and resolving content access issues.
- Resolving authentication issues, resetting passwords, providing users with recovery keys, and assisting with Microsoft Authenticator settings.
- Assisting users with basic troubleshooting of physical devices, installing and updating drivers for printers, computer mice, keyboards, and audio and video hardware.
50% Reduction of L1 Support Workload
For over a year, ScienceSoft has provided white-label help desk services to a US-based MSP. With our experts maintaining a 30-minute FRT and handling 50% of L1 tickets from five of its end customers, the Client can expand its IT support service portfolio while maintaining its support quality.
Satisfied with the results, the MSP plans to expand our cooperation by increasing the number of end clients entrusted to our specialists.
Technologies and Tools
Zendesk, ConnectWise ScreenConnect, 1Password, Office 365, SharePoint, Microsoft Authenticator.
