IT Help Desk Services

IT help desk services by ScienceSoft are backed with 17 years of experience and include responsive support (L1, L2, L3), as well as preventive infrastructure monitoring and maintenance, according to customers’ needs.

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Why Choose ScienceSoft

17 years of experience in help desk services.
35 years of extensive experience in IT.
Partnerships with Microsoft, AWS, ServiceNow, Oracle, Adobe.
750+ IT professionals on board.
IT team holding a range of certificates, among which are AWS Certified Solution Architect, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), AWS Certified SysOps Administrator (SOA).
Established ISO 9001-confirmed quality management system based on quality-dedicated people and mature processes at the company and project levels.
Guaranteed safety of the customers’ data we access proved by ISO 27001-certified fault-proof security management system.

Help Desk Services by ScienceSoft

IT help desk support services aim at resolving and preventing IT-related issues encountered by company’s employees or customers and ensuring the overall stability of the IT infrastructure.

Help desk consulting

We provide full-fledged advisory help. We start from conducting a feasibility study. Then we advise you on a sourcing model, help desk team lineup, and cost breakdown. You also get recommendations on the best-suited help desk toolkit.

Help desk outsourcing

We follow ITIL standards to effectively resolve common (L1 help desk) and technical issues (L2, L3 help desk), enhancing end users' experience and productivity.

We also provide white-label help desk services when issues are resolved under a customer's trademark.

Customer service desk

We establish a single point of contact for customers to increase their satisfaction with your product/service.

By bringing in coordinated case management, rich self-support opportunities, and multi-channel communication, we can effectively and quickly resolve thousands of tickets a day.

Outsourced network operations center (NOC)

We provide 24/7/365 infrastructure monitoring and L2, L3 tech support to efficiently and quickly handle your IT infrastructure issues, as well as prevent defects.

Outsourced technical support

We ensure quick and cost-effective incident resolution and proactive problem management that relies upon the issues' root cause analysis and continuous monitoring of your IT infrastructure.

Managed help desk services

We are ready to take over the entire help desk function, from establishing the process and handling L1-L3 issues to continuous help desk monitoring and improvement.

Our Selected Help Desk Projects

What Our Clients Say

Joe Summers Joe Summers LinkedIn

Cyber Manager

To alleviate some of the burden on our inhouse engineers, we sought out a professional team of Tier 1 support staff with a technical background. We partnered with ScienceSoft, and it turned out to be an excellent match. Within just two weeks, their 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.

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Piotr Berner Piotr Berner LinkedIn

Director of Global IT Operations

ScienceSoft has proven to be a great partner and a much-needed addition to our IT support team. They got on board with our processes in no time and maintained consistently high user satisfaction ever since. After two years, we know for sure they’re reliable and committed specialists. They stick to SLAs, provide competent support, and make sure incidents are resolved or escalated as soon as possible.

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Ofer Alphabet Ofer Alphabet LinkedIn

CEO

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. After a year of working together, we requested a ticket package twice as large as the initial one, and now they reliably handle Tier 1 support for many of our clients.

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Daniil Svetlov Daniil Svetlov LinkedIn

CIO

BPC had to outsource a Tier 2–3 support team. ScienceSoft has been filling this role for over a year, and their work has made all the difference for our IT operations. They are true engineers who think long term and propose strategic decisions instead of micro-fixes, and, what is equally important, they carry them out as planned.

With their assistance, we optimized a significant part of our IT infrastructure and reduced the share of manual work.

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Norman Paulsen Norman Paulsen LinkedIn

VP IT & Digital

ScienceSoft took over our helpdesk operations. Not only were they able to add immediate value but they also helped build out our helpdesk knowledge base, resulting in faster time to resolution and fewer repeat issues. They support a wide range of applications for our team including store surveillance, POS hardware and software, and network monitoring all while maintaining our 30-minute FRT mark. Their dedication to resolving issues has led to a 100% satisfaction rate from Lolli & Pops employees and allows our IT organization to focus on larger digital transformation initiatives.

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Jeff Ward Jeff Ward LinkedIn

Director of Data Management

We hired ScienceSoft to provide support for our client during non-business hours and didn't regret the decision. ScienceSoft has been a valuable asset for our in-house IT team. Their agents have demonstrated a remarkable ability to handle tasks swiftly and always maintain excellent availability and responsiveness.

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Alex Gudkov Alex Gudkov LinkedIn

Chief Information Officer

I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several projects and provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.

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Jarod Joyce Jarod Joyce LinkedIn

Creative Director

ScienceSoft has been vital to our company’s growth in ecommerce over the last 3 years. We rely on the team for a variety of Magento support tasks, and they always deal with our problems fast. This really helps us move on with our business, and no technicality holds it back. They are a very versatile company in terms of the number of services they provide.

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Maurizio Bertone Maurizio Bertone LinkedIn

Managing Partner

We were looking for a reliable provider of L1 help desk services to augment our support team and provide assistance to our clients as a part of Bertone Enterprises LLC. For now, our collaboration has lasted for more than two years, and our clients are fully satisfied with the level of support ScienceSoft’s team provides on our behalf. With ScienceSoft, we have reached an L1 issue resolution rate of more than 95%.

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Shane White Shane White LinkedIn

Founder and CEO

Partnering with ScienceSoft for first-line support has helped us maintain our high service standard during the COVID-19 pandemic. ScienceSoft’s unfailing attention to stream quality and quick collaboration with on-site camera operators and our internal support team have been instrumental to MemoryShare’s operations in the past two years. We’re thankful to have had a dependable partner in ScienceSoft.

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David Torres David Torres LinkedIn

IT Operations Manager

ScienceSoft’s L1 team has already become a valuable asset to ScribeAmerica. We needed full transparency in service provisioning, and we appreciate their regular reporting and clear communication with our IT operations managers. It’s also valuable to us that ScienceSoft keeps finding new ways to free our L2 team’s load.

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John Dritsas

Chief Technology Officer

Our clients in healthcare rely on Qventive for the support and administration of essential software solutions such as EHR and practice management systems. Timely assistance and resolution are imperative in this field, so when we were faced with a large influx of support requests, having ScienceSoft step in for 24/7 help desk was a lifesaver. Their team quickly adapted to our processes and understood our clients’ expectations from the start.

We appreciate their proactive communication and commitment to quality.

Our Help Desk Support Process

Every ticket incoming to our IT help desk progresses as follows:

Creation

A user reports an issue via one of our support channels (email, phone, etc.), and the corresponding ticket is created automatically or by a support agent.

Processing

The ticket is categorized according to the issue type and urgency and assigned to the appropriate support engineer. Usually, this step is automated for L1 tickets and performed manually for L2–L3 tickets due to their complexity.

Resolution and escalation

The assigned support agent resolves the ticket or escalates it to the next level (if the issue requires more in-depth expertise).

User notification

The user is notified about their ticket's changed status and resolution.

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What IT Components We Cover

We ensure the stability of your IT infrastructure or its components:

On-premises data centers.
Desktops, laptops, mobile devices, Windows, MAC, and Linux operating systems.
Cloud services (IaaS, PaaS, SaaS).
Development infrastructures (CI/CD, development, and testing environments).
Network and cybersecurity (SIEM, IAM, firewalls, etc.).
Data storage: databases, data warehouses, data lakes.
Customer-facing software: applications, websites, web portals.

Our IT Help Desk Support Channels

User self-service portals

Service desk software

Phone

Instant messaging

Social media

What You Get with IT Help Desk Best Practices We Follow

Scalable IT service desk

L1. User support team resolves basic user-side issues.
L2. Technical support handles complex tech problems and basic infrastructure requests and issues.
L3. Team of engineers tackles complex infrastructure issues and requests and resolves app issues via code modifications.

Thought-out user guidance

A self-service knowledge base.
FAQs.
User manuals.

Improved customers’ satisfaction and user adoption

Surveys and assessment results.
Action points.

Transparent reporting

Regular service level reports.
Reports of incidents with root cause analysis.

KPIs to Keep the Help Desk in Good Health

Below are the fundamental KPIs we track during our help desk engagements.

First response time (FRT)

i.e., the time it takes for a support agent to respond to a user request.

FRT to strive for: ≤30 min (for emails), ≤40 sec (for calls).

User satisfaction rate (USAT)

USAT to strive for: ≥90%.

Resolution rate (RR)

i.e., the ratio of resolved tickets to the total number of tickets received within a specific period.

RR to strive for: ≥70%.

Still, the SLA can cover the tracking of other metrics, including the average time to resolution, call abandonment rate, mean time to engineer.

ScienceSoft USA Corporation Is a 3-Year Champion in the Financial Times Rating

Three years in a row (2022–2024), the Financial Times has included ScienceSoft USA Corporation in the list of 500 fastest-growing American companies. This is the result of our dedication to driving project success despite any constraints and disruptions.

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Answering Frequent Questions about Help Desk Services

How can we check the quality of your services?

We are ready for test tasks, and you can take a trial service period to see our workflows. If you want us to work as a white-label help desk provider, you can evaluate how ticketing apps and visuals will be adapted to your brand format.

How can we be sure that IT help desk support will entail reduced infrastructure costs?

Before service provisioning, we will assess your IT infrastructure and processes to find the potential for improvements, and then we will juxtapose your current TCOs of interest versus the anticipated TCOs with our services engaged.

How can I guarantee unexpected support termination from an IT help desk company?

As a responsible help desk service provider, we protect our clients from this. We include substantial transition periods in our contracts that exclude sudden support wind-ups. Also, our support contracts with customers last for several years—10 years in some cases.

We have clients from different regions of the world. Will your help desk services be able to cover a wide range of time zones?

ScienceSoft provides IT help desk services 24/7 to cover all time zones (North and South America, Europe, the Gulf, Asia, Australia, and Oceania).

Tools and Technologies We Work With

Languages Our Help Desk Teams Speak

English
Spanish
German
French

Polish
Czech
Turkish
and more

How We Remedy Your IT Pains

ISSUE

FIXED

High costs for in-house IT help desk team

IT help desk services provided by experienced L1, L2, L3 support engineers on a subscription or a fixed-price basis

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ISSUE

FIXED

Inability to handle the varying demand for IT support

Scalability of IT support due to a large pool of support engineers on board and highly automated processes

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ISSUE

FIXED

Frequent IT incidents

Well-described operational procedures

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ISSUE

FIXED

Low customer/employee satisfaction

Mature processes for issue resolution + CSAT improvement plan based on user surveys and assessments

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Why Going for IT Help Desk Services Is a Good Bargain

40-70%

fewer user errors
96.6%

User Satisfaction Score
40%

help desk cost reduction
3-5x

fewer help requests from users
50-200%

faster root cause detection
20-50%

increased ROI from applications

Veranika Kavaliova

Help Desk Manager at ScienceSoft

The numbers we achieve are not fortuitous. They result from our tailored approach to the combination of features at every help desk. The projects I manage show that the real boosters of help desk performance are multi-channel support, a self-service portal, automated ticket routing, and a solid knowledge base.

How Much Will Outsourced IT Help Desk Cost You?

A price depends on the support level, time coverage, the expected number of requests per month, and SLA terms (e.g., response time, first contact resolution). Our team will be happy to provide an estimate upon your request.

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