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After-Hours IT Help Desk Support Services
ScienceSoft has been providing help desk services since 2007, offering after-hours IT support to ensure smooth help desk operations even when the primary IT team is unavailable.
After-hours IT support is needed to resolve IT incidents outside of standard business hours, for example, during nighttime, on weekends, and on holidays. Outsourcing after-hours help desk support is often the best choice for companies that want to maintain 24/7 business operations or cover different time zones without hiring extra staff to cover the night shifts.
Out of Hours IT Support Levels We Provide
L1 — basic support
User support agents manage basic issues, for example:
- Password resets.
- Software setup.
- Granting and revoking access rights.
- Remote reboots for unresponsive systems.
- Basic network connectivity troubleshooting.
- System health checks.
L2 — complex support
IT engineers troubleshoot complex technical issues and basic infrastructure requests by:
- Troubleshooting digital workplaces, servers, networks, and databases.
- Setting up and managing multi-factor authentication.
- Monitoring system performance to identify bottlenecks.
- Applying patches and updates to servers and apps.
- Assisting with disaster recovery.
L3 — advanced support
The L3 team resolves advanced IT infrastructure and application issues by:
- Leading disaster recovery efforts.
- Debugging and addressing issues in custom software, including at the code level.
- Diagnosing and resolving complex system crashes, performance degradation, or network outages.
- Implementing server virtualization.
- Fixing database queries.
Explore How Our Clients Improved Customer Satisfaction and Issue Resolution
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What Our Clients Say
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.
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.
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.
Why ScienceSoft
- 18 years of experience in help desk services.
- 17 years in ITIL-compliant ITSM.
- 62% of our revenue comes from clients who have stayed with us for over two years.
- 4,000 projects successfully carried out in 75+ countries across the Americas, Europe, the Gulf Cooperation Council (GCC), Asia, and Oceania.
- Multilingual IT specialists proficient in English, Spanish, German, French, Polish, Turkish, Czech, and other languages.
- ISO 9001-certified quality management system.
- ISO 27001-certified security management system.
- Partnerships with Microsoft, AWS, ServiceNow, and other technology leaders.
What makes ScienceSoft different
Proactive Help Desk: Fewer Issues, Lower Costs
Proactivity is at the core of our approach to help desk delivery. We not only maintain IT stability but also recommend improvements leading to fewer tickets reported, higher user satisfaction, and optimized help desk costs.
Scalable After-Hours Outsourced Help Desk
Regular after-hours support
We will take over your IT help desk during the chosen non-business hours, including night shifts, weekends, or holidays.
Overflow support
ScienceSoft will support your internal team by handling overwhelming ticket volumes outside of standard business hours.
Emergency support
We will tackle critical incidents and system outages to maintain business continuity during after-hours.
How We Make After-Hours Support a Worthy Investment for You
Proactive teams
Our support agents analyze the root causes of persistent issues and collect user feedback to fix and prevent recurring problems. The team maintains self-service resources and an internal help desk knowledge base and continuously reviews and streamlines processes.
Our SLAs are designed not just to stipulate KPIs (response times, first contact resolution, tickets per month, etc.), but also to ensure legal protection and accountability for both parties. We are ready to alter standard SLA terms to match our clients’ needs.
We guarantee transparency about what forms the cost of our services (e.g., the support level, the complexity of supported apps and infrastructure, team size, time coverage) and a flexible approach to pricing models (monthly package, price per ticket, T&M).
Our engineers can analyze your cloud resource consumption, identify cost drivers, and recommend the most effective ways to reduce cloud expenses. Using discounted cloud instance types can lead to up to 90% cost savings.
Quick help desk launch
Thanks to the technical skills and regular training, it takes our agents and engineers the least possible time to onboard and start processing tickets. The transition phase, including knowledge transfer and the setup of help desk tools and processes, can be as short as two weeks or even less.
Mature collaboration culture
We tailor the frequency and format of meetings and reporting to each client individually. Our team leads actively seek feedback from your side to continuously improve service delivery. They also suggest targeted optimizations for software, infrastructure, and IT processes.
