24/7 L1 Employee Support for a Renewable Energy Company

About the Client

The Client is a US-based renewable energy company recognized by major U.S. federal energy bodies and leading business media for innovation and market impact. Serving public- and private-sector clients for over two decades, the company delivers alternative energy systems, energy infrastructure services, and energy data optimization solutions.

The Need for Round-the-Clock Employee Support

Before partnering with ScienceSoft, the Client's internal IT team was responsible for addressing all employee issues, including technical incidents, during regular business hours. As the company expanded its presence beyond the United States, it faced the need to cover multiple time zones with 24/7 IT support to ensure prompt resolution of L1 incidents.

Efficient L1 Support Leads to High Employee Satisfaction

Handling 500 Tickets per Month

Serving as the first point of contact for over 1,500 of the Client's employees seeking help desk assistance, ScienceSoft's team handles around 500 monthly tickets. 48% of all incoming tickets are classified as L1 and successfully resolved by our team.

The Client's employees submit their requests via a web help desk form, which is redirected to a Jira-based ticket management system. All information about each incident is collected here, allowing support agents to review the complete case history. Upon receiving a new ticket, ScienceSoft’s team classifies it according to urgency and severity. Tickets classified as L2 and above are promptly escalated to the Client's in-house IT team.

Rapid Issue Resolution

ScienceSoft's L1 support agents respond to employees' requests via email within 30 minutes. Typically, issues are resolved in less than 24 hours.

Our team covers routine L1 help desk tasks such as:

• Managing Windows accounts, tackling username and password problems.
• Remote hardware configuration (printers, scanners, monitors, keyboards, etc.).
• Installing and updating drivers.
• Handling users' activation or validation errors, such as entering license keys, resetting license activations, and adding users to license groups.
• Installing and updating user applications (Microsoft 365, Adobe products, etc.).
• Troubleshooting issues with users' access to the Client's intranet.
• Responding to phishing attempts (verifying suspicious emails submitted by employees and reporting them to the Client’s cybersecurity team).

Providing prompt and successful issue resolution for over three years, ScienceSoft has contributed to the employee satisfaction score of 100%.

Managing Emergency Calls

If an urgent incident requires immediate action, the Client's employees can reach ScienceSoft's support by phone. Such cases are rare, but when they happen, our support agents resolve these incidents immediately, usually during the phone call.

Key Outcomes for the Client

• Employee satisfaction score of 100%.
• ScienceSoft's L1 team resolves 48% of all incoming tickets, freeing up time for the Client's in-house support team to focus on more complex issues.
• First response time for incoming tickets is less than 30 minutes.
• Fast ticket resolution (within a business day for most tickets).
• Structured support processes and efficient communication between ScienceSoft's L1 and Client's L2 support teams.

Techs and Tools

Atlassian Jira, Microsoft Teams, Microsoft Outlook, Team Viewer, Active Directory.