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ScienceSoft's 24/7 L1 Support Helps Odyssey Deliver Improved CSAT and Business Continuity
Summary
For over a year, ScienceSoft has provided 24/7 L1 support to over 2,000 employees of Odyssey Logistics & Technology Corporation (Odyssey). Our support team handles around 1,500 cases monthly with a response time under 30 minutes and an average user satisfaction score of 98%. In addition to resolving routine IT issues, our agents assisted Odyssey’s internal help desk team in handling large-scale issues like CrowdStrike outage, reducing downtime and keeping business operations running smoothly.
About Odyssey
With over two decades in business, Odyssey provides a range of logistics, transportation, warehousing, and supply chain services across industries and continents.
Odyssey needed a reliable partner to augment its internal help desk team and ensure 24/7, uninterrupted L1 IT support for its globally distributed staff. The company chose ScienceSoft based on our proven IT support expertise, strong track record of successful projects, and proactive, value-driven approach.
24/7 L1 Support Ensured Prompt Response to Critical Issues
Daily Ticket Handling
Maintaining a 30-minute FRT (First Response Time) and an average user satisfaction score of 98%, ScienceSoft’s L1 support specialists provide 24/7 support to the Odyssey employees. They handle around 1,500 tickets per month received via email, phone calls, and the Jira portal.
The common tasks handled by the ScienceSoft L1 team include:
- Assisting users with peripheral devices (e.g., adding a printer to the user’s system).
- Managing enterprise systems such as SharePoint, Exchange, Teams, OneDrive, and Outlook (e.g., enabling add-ins, adding mailboxes, fixing permission issues, and troubleshooting slow performance).
- Administering Active Directory and Entra (e.g., unlocking a user account and adding a user to a security group).
- Assisting users with access and authentication issues (e.g., resetting passwords and MFA).
- Troubleshooting basic network issues (e.g., clearing outdated DNS cache and helping users with VPN setup).
- Escalating more complex issues to Odyssey’s L2 team.
Critical Incident Support
As a key point of contact between users and technical support, ScienceSoft’s L1 agents played a critical role in reducing the burden on higher-tier teams during several critical incidents, for example, the 2024 CrowdStrike outage. During the CrowdStrike incident, half of our help desk team promptly mobilized from their day off to help handle a tripled amount of normal ticket volume, resolving 50% of all incoming tickets at L1 and escalating the rest to the Odyssey L2 team.
Travis Ashe, Director, Help Desk at Odyssey, says:
At Odyssey, the IT Support team is dedicated to ensuring that both users and systems remain fully operational, minimizing downtime and maximizing efficiency across all departments. We understand that in a fast-paced, logistics-driven environment, even a brief disruption can delay critical shipments.
We partnered with ScienceSoft for 24/7/365 Level 1 support, and their team has proven to be a reliable, high-performing support partner. They maintain a 98% user satisfaction score and have proven themselves in high-pressure situations. For example, during the 2024 CrowdStrike outage, half the team mobilized from their day off within hours, helping us meet our SLAs despite a 3x spike in ticket volume.
What sets ScienceSoft apart is their ownership mindset, reliable processes, and ability to take initiative. They’ve become an integral part of our IT support operations, their presence strengthens our organization, and we’re excited to move forward together.
Key Outcomes for Odyssey
- High support availability for Odyssey’s employees ensured by the 24/7 omnichannel support with 30-minute FRT.
- High user satisfaction rate of 98% thanks to the well-organized workflow, SLA adherence, and responsiveness.
- Minimized disruptions caused by IT issues, including major incidents, due to well-coordinated processes, proactiveness, and cross-team collaboration.
Technologies and Tools
Jira Service Desk, Microsoft Teams.
