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White Label Help Desk
Competent IT Support with Short Integration Phase
In help desk services since 2007, ScienceSoft is ready to act on your behalf to reduce IT support loads and ensure smooth user experience.
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
- 35 years of IT experience.
- 17 years of experience in application support and help desk.
- 16 years of experience in ITIL-compliant ITSM.
- More than 1,300 satisfied clients from 75+ countries globally: from North America and Europe to Australia and New Zealand.
- 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.
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.
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
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.
24/7 Infrastructure Support with 98% Issue Resolution Rate
For 2+ years, ScienceSoft monitors and troubleshoots the Customer's infrastructure across three regions. Showing a 98% resolution rate for all the incoming L2 tickets, ScienceSoft helped the Customer's IT team address advanced technical challenges.
What Our Clients 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.
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.
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.
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? Being one of the top help desk outsourcing providers, 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. |
How Much Will White Label Help Desk Cost You?
Let Us Calculate a Help Desk Price for Your Case
Please answer a few simple questions about your help desk needs. This will help our team estimate the cost for your unique case much quicker.
Thank you for your request!
We will analyze your case and get back to you within a business day to share a ballpark estimate.
In the meantime, would you like to learn more about ScienceSoft?
- 17 years in IT support: check what we do.
- 4,000 successful projects: explore our portfolio.
- 1,300+ incredible clients: read what they say.
