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Outsourced Help Desk Services for MSP
Raise the Efficiency of Your IT Support Services
With 17 years of experience in providing L1–L3 support services, ScienceSoft offers outsourced white label help desk services to relieve managed service providers of the burden of keeping and scaling up an in-house help desk team.
Private label help desk outsourcing is a winning option for MSP to reduce the costs of help desk operations without hiring and growing an in-house help desk team. You reserve the customer relationship ownership, while our company covers your clients’ help desk needs under your brand, upholding its reputation.
Why ScienceSoft
- 35 years of entire experience in IT.
- 17 years’ experience in providing outsourced white label help desk services for the customers across such industries as IT, healthcare, BFSI, retail (both brick-and-mortar and ecommerce), manufacturing and more and the ability to conduct service ticket resolution for users with different skill levels: from novices to experts.
- 14 years of experience in managed IT services covering applications, cloud infrastructures, servers, data storages.
- 1,200+ satisfied customers worldwide: from North America and Europe to the Gulf region and Australia.
- 16 years’ experience in ITSM and working according to ITIL principles.
- Transparent and flexible pricing for outsourced help desk services. Our pricing plans depend on the scope of help desk services your company needs.
- ISO 9001-confirmed quality management system resting upon mature quality-oriented practices and policies, result-driven and motivated people and transparent support processes.
- Safety of the customers’ data guaranteed by our ISO 27001-certified unfailing security management system.
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.
Service Options We Provide
Our help desk team fully manages and performs L1 help desk services or cooperates with a customer as an extension of their in-house L1 support team.
L1–L2 support
We handle L1 tickets and provide a part of L2 technical support, possibly in collaboration with your in-house technical support team.
We provide 24/7 preventive infrastructure monitoring and L2, L3 tech support to anticipate and promptly solve problems with IT infrastructure.
Selected Projects
33 results for:
Case Study
24/7 White-Label L1 Support for Delap LLP
For nine months, ScienceSoft provided white-label L1 help desk services to Delap LLP, an established US financial services firm and MSP. By promptly resolving 60% of all the tickets from five of Delap's clients with a 7-minute FTR, we freed up its in-house L2 and L3 support teams.
Case Study
L1 Support for Qventive Healthcare with 90%+ Resolution Rate and Significant Cost Savings
For nine months, ScienceSoft has been providing 24/7 L1 support to Qventive Healthcare’s clients. Our team efficiently handled an average of 100 tickets per month, ensuring a 30-minute FRT for email requests and a 20-second FRT for calls, with an average TTR of 20 minutes.
Case Study
L1 Support for ScribeAmerica
ScienceSoft delivers 12/5 L1 support for ScribeAmerica, one of the largest medical scribe companies in the United States with over 25,000 employees. Our team handles around 500 average monthly tickets with a 7-minute first response time.
Case Study
L1-L3 Support for System One, a 9,000-Employee Company
For over three years, ScienceSoft has delivered L1–L3 support to System One, an international provider of outsourced services and workforce solutions.
Case Study
L2–L3 Infrastructure Support for BPC
ScienceSoft provided L2–L3 infrastructure support for BPC, a fintech company delivering digital banking, payment, and ecommerce software products. BPC managed to cut IT support expenses by 10%+ while ensuring the fail-safe performance of its network and IT systems.
Case Study
24/7 L1 Support for Lolli & Pops Results in 100% User Satisfaction
For a year, ScienceSoft has provided 24/7 support to Lolli & Pops, a premium confectionery chain of 70+ stores. Our team handles 400 cases a month with a 30-minute FRT, resolving access issues, troubleshooting basic network problems, and administering retail software.
Case Study
L1 Help Desk Services for FläktGroup
For over two years, ScienceSoft has provided L1 support for FläktGroup's employees in 15 countries. Resolving all the incoming L1 tickets, ScienceSoft has allowed FläktGroup's in-house IT support team to focus on handling more complex technical issues.
What Our Clients Say
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.
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.
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%.
What Our Help Desk Services for MSP Include
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Establishing and managing 24/7 private label help desk to provide a single point of contact for your clients under your brand name. Being one of the top help desk outsourcing companies, we are flexible in applying help desk solutions for ticketing: we may use either an MSP’s ticketing system or our solutions for tracking service tickets. |
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Creating SOPs (standard operating procedures) for the help desk team to follow. We also create a knowledge base for the help desk team to ensure quick and effective ticket resolution and regularly expand it with newly solved issues. |
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Conducting user training and preparing self-support materials for your clients and boost self-support for the issues end users can handle independently. |
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Assessing end user feedback to measure their satisfaction with the services you provide and help desk services. |
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Conducting root cause analysis and suggesting mitigation measures to prevent incidents from repeating. |
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Proposing measures to improve the application and infrastructure performance, security, disaster recovery, and cost efficiency. |
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Regularly reviewing processes and monitoring KPIs (first response time, issue resolution rate, user satisfaction score, etc.) to improve the help desk effectiveness. |
Languages Our Help Desk Teams Speak
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Help Desk Pricing
A price depends on the support level, time coverage and the expected number of requests per month. Our team is ready to provide an estimate upon your request.
How much will outsourced help desk cost you?