ScienceSoft Healthcare
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24/7 L1–L2 Support for Tarian Leads to 4x Faster Issue Resolution
Summary
For a year, ScienceSoft has provided 24/7 L1–L2 employee support to Tarian, one of the United States’ fastest-growing security companies. Our support team handles up to 500 cases monthly with a response time of less than 30 minutes and a call acceptance rate of about 97%.
About Tarian
Tarian provides a range of security services, from guarding services and surveillance solutions to risk management and preparedness training. Among Tarian’s clients are companies in aviation, healthcare, energy, manufacturing, and other demanding industries.
Need for Omnichannel, Multi-Tier Employee Support
Tarian was looking for an experienced partner to provide technical support for its employees. One of the company’s key requirements for support engineers was a strong technical background. Even at the first level of support, agents were expected to be able to navigate Tarian’s established procedures and IT infrastructure without extensive documentation.
Tarian partnered with ScienceSoft, convinced by our decade-long experience in IT support services and the strong technical skills of our support engineers.
24/7 L1–L2 Support and IT Process Optimization
Maintaining a 30-minute FRT (First Response Time), our L1–L2 support specialists provide 24/7 support to the Tarian employees. They handle help desk requests received via email, phone calls, live chat, and ServiceNow ticketing system, which amounts to approximately 500 tickets per month.
The everyday tasks handled by the ScienceSoft L1 team include:
- Onboarding users by preparing secure workplaces following Tarian’s strict procedures and helping users navigate and customize workplaces.
- Installing, uninstalling, updating, configuring, and resolving issues with Adobe, Microsoft, and other enterprise software products.
- Purchasing hardware and devices.
- Managing VoIP systems such as AT&T Office@Hand and Five9.
- Identifying issue root causes and troubleshooting SharePoint access problems, malware and viruses, equipment malfunction, and other basic technical issues.
- Managing user accounts, passwords, and MFA.
- Managing document storage (SharePoint and MyWorkDrive).
- Offboarding users (deactivating accounts, revoking access rights, etc.).
- Escalating more complex issues to the L2 team.
ScienceSoft's L2 engineers assist the Tarian staff with such tasks as:
- Resolving escalated technical incidents and incidents.
- Performing root cause analysis and solving technical issues of medium and high complexity.
- Conducting regular health checks of hardware and software to identify and prevent potential failures.
- Improving hardware and software management for endpoints.
- Automating regular critical and security updates of operating systems.
- Configuring and maintaining firewalls, vulnerability protection systems, and the Cisco Umbrella security solution.
Besides, ScienceSoft’s L2 team helped Tarian improve its IT operations by:
- Integrating Microsoft Entra ID single sign-on with the SaaS solutions used by Tarian, ensuring centralized access control, reducing phishing or brute-force risks, and speeding up log-ins for users who frequently switch between systems.
- Creating a diagram of Tarian’s network, which reduces the time to isolate and fix issues and makes it easier to configure firewall rules, set up a VPN, and troubleshoot IP conflicts or routing issues between different locations.
- Configuring automatic assignment of Adobe licenses to users and the provisioning of the corresponding applications.
Mark Stephens, Senior Vice President, Information Technology, Business Intelligence and Analytics at Tarian, says:
For Tarian outsourcing our IT functions to ScienceSoft has been an exceptional decision for us. From the very beginning, they earned our trust by demonstrating a deep understanding of our environment, a commitment to accuracy, and a willingness to take ownership of even the most complex parts of our operations. Their ability to quickly master our complex and detailed onboarding and offboarding procedures, processes that are both time-sensitive and critical to our business, gave us immediate confidence in their capabilities.
Key Outcomes for Tarian
- High support availability for Tarian’s employees thanks to the 24/7 support with 30-minute FRT and 97% call acceptance rate.
- Improved cyber protection due to automated regular security updates and strong authentication with Microsoft Entra ID single sign-on.
- Full visibility of the network paths, connected devices, and potential failure points thanks to a created network diagram.
- Issue resolution time reduced by around 4 times due to ScienceSoft automating repetitive tasks and creating a detailed network diagram.
Technologies and Tools
ServiceNow, Microsoft Entra, Microsoft Intune, Microsoft 365 Admin center, SharePoint, Microsoft Teams, NinjaOne, MyWorkDrive, AT&T Office@Hand, Five9, Adobe Admin Console, Zoom, Amazon Connect, Amazon Business, Lenovo Business, Splashtop, FortiClient, Cisco Umbrella.
