IT Helpdesk and End User Training

CarePoint Health IT Helpdesk and End-User Support Contract

Group Adult Asia male, female freelance typing write prompt AI b

Contract Details

  • Client: CarePoint Health (mid-market, 300 employees, $120M revenue, Jersey City, NJ).

  • Outsourcing Provider: Master1tech, Lahore Pakistan

  • Contract Value: $500K over 18 months (January 2024–June 2025).

  • Start Date: January 2024.

  • End Date: June 2025, with option for 1-year extension.

  • Scope: Provide 24/7 IT helpdesk and end-user support for NetSuite ERP and Salesforce CRM, including helpdesk, training, and troubleshooting.

  • Service Level Agreements (SLAs):

    • 95% helpdesk ticket resolution within 6 hours.

    • Training for 250 employees within 3 months.

    • 99% system availability for supported applications.

  • Compliance: HIPAA, SOC 2

  • Governance: Bi-weekly reviews via Microsoft Teams, using Jira for project tracking

  • Budget Allocation:

    • Helpdesk: $200K (40%).

    • Training: $150K (30%).

    • Troubleshooting: $100K (20%).

    • Infrastructure (portals, ticketing): $50K (10%).

Project Description

CarePoint Health outsourced 24/7 user support for enterprise systems, focusing on NetSuite ERP for financial and patient billing operations and Salesforce CRM for patient engagement. The project involved:

  • Helpdesk support for resolving software, hardware, and access issues.

  • Training 250 employees on ERP and CRM tools via e-learning and workshops.

  • Troubleshooting login, connectivity, and application errors. This aligns with the outline’s description of outsourcing IT helpdesk and end-user support for enterprise systems, fitting mid-size engagements ($50K–$150K, scaled to $500K for comprehensive scope)

Serious Indian businessman thinking at office desk
Young handsome entrepreneur sitting at desk and using laptop in office.

Tasks Involved

  1. Helpdesk:

    • Resolved user queries (e.g., NetSuite report access, Salesforce login issues) via Zendesk and Freshdesk, handling 600 monthly tickets, similar to Liberty Mutual’s Dynamics 365 helpdesk [memory: 30 Additional Corporate Examples].

    • Used ServiceNow for incident management and Jira for ticket tracking, achieving 95% resolution within 6-hour SLA.

  2. Training:

    • Provided e-learning and workshops for 250 employees on NetSuite and Salesforce using Articulate 360 for custom modules and Docebo for course delivery, akin to Prudential’s Dynamics 365 training [memory: 30 Additional Corporate Examples].

    • Leveraged Microsoft Learn for Azure-integrated NetSuite training, completing training in 2.5 months.

  3. Troubleshooting:

    • Fixed login issues, API errors, and application crashes using JavaScript scripts and Node.js APIs, similar to Tractor Supply’s NetSuite troubleshooting [memory: 30 Additional Corporate Examples].

    • Resolved PostgreSQL query issues and Microsoft Teams connectivity problems, reducing ticket escalation by 15%.

pakistan group

IT Skills Required

  • Ticketing Systems: ServiceNow, Jira, Zendesk, Freshdesk for issue management

  • Programming: JavaScript, Node.js for custom helpdesk scripts and APIs

  • Troubleshooting: Diagnosing software, access, and connectivity issues

  • Communication: Using Microsoft Teams for support collaboration

  • Training Delivery: Creating content with Articulate 360, delivering via Docebo

  • Database Management: SQL (PostgreSQL) for ticketing data queries

  • Front-End Development: React for helpdesk portal creation

Contract Outcomes

  • Cost Savings: 10% reduction in IT support costs via outsourcing

  • Efficiency: Handled 600 monthly tickets, with 95% resolution within SLA.

  • Compliance: Achieved HIPAA and SOC 2 compliance

  • User Adoption: Trained 250 employees, with 90% proficiency in ERP and CRM tools.

  • Reliability: Maintained 99% system availability for supported applications.