White-Label Help Desk for MSP Decreases Internal Support Workload by Over 80%

About Our Client

The Client is a US-based managed service provider (MSP) serving businesses in North and South Americas. The company delivers website and email hosting, IT support, and cloud services.

Scaling Support Across Diverse Client Environments Required Advanced Expertise

With a growing client base, the MSP sought a dependable L1 help desk provider capable of supporting 200+ diverse client environments while maintaining consistent service quality. Because each end client had a unique setup, documentation varied by client, and there was no universal runbook. As a result, the MSP needed L1 agents with strong technical skills to ensure seamless and prompt onboarding, knowledge transfer, and day-to-day support. The company selected ScienceSoft as its L1 partner based on our proven track record of supporting MSPs with heterogeneous environments.

L1 Support for 200+ Clients Achieves up to 85% Resolution Rate

For over a year, ScienceSoft has provided Level 1 (L1) support to over 200 companies in the Client’s customer base, with 9/5 coverage five days a week. ScienceSoft’s L1 help desk works closely with the Client’s L2 team and handles 300–400 tickets per month. Users submit issues primarily via email, with an option to request a call from the help desk.

Over this period, ScienceSoft has consistently achieved and maintained a 30-minute FRT (first response time) and an 81–85% resolution rate for all incoming tickets. The issues that require privileged access or complex changes outside the L1 scope get escalated to the Client’s internal L2 team.

To handle device setups, domain/Azure AD joins, and local account creation across over 200 unique environments, ScienceSoft assembled a team of experienced L1 agents with advanced desktop support skills. The team’s other tasks include:

• Resolving username and password problems.
• Managing operating systems and applications (e.g., installing, configuring, updating, troubleshooting, and uninstalling).
• Guiding users on how to navigate and customize their digital workplaces.
• Managing user profiles and workstation-level permissions according to the company’s policy.
• Troubleshooting basic network connectivity issues (e.g., diagnosing and restoring VPN or remote desktop connection).
• Resolving issues with email software setup and configuration.
• Creating mailboxes and mail groups and administering access to them.
• Managing email allowlists and blocklists.

Additionally, ScienceSoft’s L1 team has been active in helping the Client improve support processes, organize the knowledge base, and enrich IT documentation with practical SOPs.

Improved Support Efficiency and Scalability for MSP

For over a year, ScienceSoft has delivered 9/5 white-label user support for a US MSP. Working with 200+ distinct end client setups and a proprietary cloud stack, ScienceSoft ensures the engagement brings long-term gains for the Client:

• The Client’s internal IT team can focus on advanced and critical client tasks, while 81–85% of incoming tickets are resolved at L1 by ScienceSoft.
• The FRT of ≤30 minutes for email requests maintains high customer satisfaction due to short wait times and minimized downtimes.
• Streamlined IT processes and a well-organized knowledge base strengthened support operations and onboarding for new agents joining the Client’s team.
• New and refined SOPs reduce variance in handling recurring tasks and accelerate onboarding of new customer environments, demonstrating the Client’s readiness to scale.

The engagement is ongoing and the Client is considering expanding the partnership with ScienceSoft to L2 support services.

Technologies and Tools

ScreenConnect, Microsoft Exchange, Microsoft 365 Admin Center, Azure Active Directory (Azure AD), Remote Desktop, VIPRE.