White Label Help Desk
Competent IT Support with Short Integration Phase
In help desk services since 2007, ScienceSoft’s professionals are ready to act on your behalf to reduce IT support loads and ensure smooth user experience.
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White label help desk is a type of IT support where incidents and user requests are resolved under a customer’s trademark. White label help desk services by ScienceSoft are distinguished by quick integration into your processes and a good understanding of entrusted apps and IT components to keep users satisfied and enhance your positioning as a reliable service provider or a product vendor.
Why Choose ScienceSoft
- 34 years of IT experience.
- 16 years of experience in application support and help desk.
- 15 years of experience in ITIL-compliant ITSM.
- More than 1,200 delighted customers from 71 countries globally: from North America and Europe to Australia and New Zealand.
- Microsoft Partner, AWS Select Consulting Partner.
- ScienceSoft is a 3-Year Champion in The Americas’ Fastest-Growing Companies Rating by the Financial Times.
- ISO 9001-confirmed quality management system resting upon mature quality-oriented practices and policies, result-driven, motivated people and transparent support processes.
- Safety of the customers’ data guaranteed by our ISO 27001-certified unfailing security management system.
ScienceSoft's White Label Tech Support Services
White label help desk for MSP
We provide L1, L2 IT support to the end-customer on your behalf.
- Resolution or escalation of reported incidents.
- Branded guiding and training materials for users.
- CSAT management.
- Regular reporting.
White label help desk for a product company
We provide L1, L2, L3 support (including on-site tech support) of your app, app family and all IT services your end-users consume.
- Resolution or escalation of reported incidents.
- Branded guiding and training materials for users.
- CSAT management.
- Regular reporting.
Our Selected Help Desk Projects
What Our Customers Say
ScienceSoft has proven to be an exceptional partner for white-label help desk services. To alleviate some of the burden on our inhouse engineers, we partnered with ScienceSoft. Within just two weeks, their Tier 1 support agents seamlessly integrated into our processes and became an invaluable asset to our team. Thanks to their assistance, we can now process any Tier 1 issue within 15 minutes.
In 2022, we commissioned ScienceSoft to work under our brand and deliver 24/7 L1 support to our clients. After a year of steady collaboration, ScienceSoft’s team resolves around 88% of all incoming cases from more than 30 of our clients, letting our support engineers focus on more complex tasks. They’re quick but very thorough agents, so we can rest assured they will see matters through for every single ticket.
We went with ScienceSoft as our help desk partner and didn’t regret it. ScienceSoft’s team demonstrates high technical competence, a proactive and responsible approach to IT support services, and full compliance with HVG’s SLA. Thanks to ScienceSoft’s integration, HVG’s team increased their abilities to process many Tier 1 tickets, and we were able to support more clients.
IT Support Levels We Provide
Our L1 engineers manage basic user needs like creating user accounts, resolving authorization issues, installing the required apps, etc. They escalate more intricate issues to higher support levels if the situation demands.
Our L2 team delves into advanced technical issues and basic infrastructure requests, e.g., analyzes logs to identify root causes, manages MFA, resolves email delivery errors, and more.
Our team of L3 engineers tackles complex infrastructure-related issues and the ones (requiring access to code) in applications, e.g., server architecture design, CI/CD implementation, code changes due to app evolution, etc.
What Our White Label IT support Services Include
Branded guiding and training materials
To reduce costs for L1, L2, L3 support.
- Knowledge base.
- FAQs.
- User manuals.
Handling user feedback
- Surveys.
- UX assessments.
- CSAT improvement plans.
Regular reporting
- Service level reports.
- Incident reports, including root cause analysis.
Languages Our Help Desk Teams Speak
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Our IT Help Desk Communication Channels
User self-service portal
Service desk software
Phone
Instant messaging
Social networks
Benefits of White Label Help Desk
Common White Label Tech Support Questions
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To what extent can you reflect our brand in support processes? We are flexible to adapt to your brand format and can embed your logo and tradename and corporate marks in:
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Can you guarantee smooth support team integration? We train our staff to ensure a good understanding of your client environment and product. Our training activities include onboarding and support training programs for newcomers, regular training sessions and knowledge transfers among L1, L2, L3 support teams. To all the above, our staff is ready to be trained by your team. |
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How can we check your support quality? We are ready to take test tasks and provide ticket processing demos and call recordings to show you how we operate and how your branded ticketing system will look. |
