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Technical Support Outsourcing
Outsourced technical support serves to resolve incidents in your IT infrastructure time- and cost-effectively. ScienceSoft is an IT support services company implementing a proactive approach to IT incidents resolution. We analyze the issues' root causes to prevent related problems and can perform continuous monitoring of your IT infrastructure.
How We Cure Your IT Pains
ISSUE
FIXED
Inefficient IT support workflows.
Highly automated and well-documented incident management procedures.
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ISSUE
FIXED
High infrastructure costs.
Proven ITSM practices to deliver efficient support at a competitive price.
Optimized cloud consumption.
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ISSUE
FIXED
Raw fixes and updates compromise performance and UX.
Fast and reliable integration of changes with mature CI/CD pipelines and IaC.
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ISSUE
FIXED
Lack of in-house expertise in specific IT domains.
Experienced L1 agents and L2, L3 support engineers and administrators quick to see into your processes.
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IT Infrastructure Components We Support
With 750+ IT professionals aboard, ScienceSoft provides outsourced tech support of networks; databases, data warehouses, and on-premise data centers; cloud-hosted services; enterprise software ecosystems and separate applications; cybersecurity solutions; and more.
I often see that potential clients consider tech support outsourcing with caution due to security concerns. Indeed, outsourcing implies bringing an outsider to the ‘inside’ of your company. However, an experienced outsourcing provider has protocols for physical and cyber security to restrict access to confidential data and a strict NDA to prevent data disclosure.
Our Service Options
Full technical support outsourcing
We provide the following technical support outsourcing services:
- L1, L2, L3 service desk.
- Continuous IT infrastructure monitoring.
- IT infrastructure maintenance and management (users, software, network, data centers, cloud services).
- Support of applications and their infrastructure (optional).
Tech support staff augmentation
We reinforce your IT support team with our L1 agents, L2, L3 administrators and engineers:
- To cover specific infrastructure parts, applications and IT processes.
- To mend temporary gaps in resources and expertise.
Keeping Pace with Tech Support Trends and Evolving Business Needs
For teams working remotely, we focus on strong remote access security as well as the availability and fast performance of corporate systems. We integrate effective collaboration tools to ensure comfortable teamwork and knowledge sharing when in-person meetups are off the table.
We don’t just monitor the proper functioning of cloud-hosted infrastructure components but analyze a company’s needs and continuously scale the consumption of cloud resources accordingly.
In view of cyber threats growing in sophistication, introducing standalone security measures may not be enough. We unfold comprehensive cybersecurity programs to see and protect all touchpoints within ever-expanding IT infrastructures.
Our Prominent Tech Support Projects
Our Clients Say
ScienceSoft has been providing an excellent level of service maintaining the application’s AWS infrastructure. During our cooperation, ScienceSoft’s team has built a fault-tolerant and highly available application infrastructure with automatic crash recovery capabilities, which makes our web application stable and high-performing. We would certainly recommend ScienceSoft as a reliable service provider.
Due to our business growth, we decided to outsource the continuous development, support, and maintenance of our proprietary internal systems. ScienceSoft coordinated knowledge transfer, discovery of our internal systems, then transitioned into supporting those systems and taking on projects to evolve their functionality. We recommend them as a trustworthy partner with skilled technical specialists on board.
I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several PHP-based projects, mobile applications, refactored and improved the performance of our .NET code, 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.
Why Choose ScienceSoft as Your Tech Support Outsourcing Company
- Over 17 years of expertise in help desk services and application support.
- Mature ITSM processes backed with 16 years of experience.
- Partnerships with Microsoft, AWS, ServiceNow, Oracle, Adobe.
- Clockwork operation of 750+ employees on board.
- ISO 9001-certified quality management system rooted in quality-first culture, result-driven employees and transparent service delivery.
- Customers' data safety ensured by our ISO 27001-certified information security management system built on mature practice-proven processes, cybersecurity-savvy people, and modern security tools.
- Experience in 30+ industries, including healthcare, BFSI, manufacturing, marketing and advertising, etc.
- Serving worldwide 24/7: North and South America, Europe, the Gulf, Asia, Australia.
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.
Mind These Steps to Outsource Tech Support Thoughtfully
1
Prepare for outsourcing internally. Assign a responsible person who will be the point of contact for a vendor’s team, establishing direct and quick communication from the start.
2
Negotiate and sign an SLA. Discuss with a vendor the terms that are critical for the continuity of your business processes, for example, 24/7 availability of support agents to deliver immediate fixes for business-critical apps.
3
Organize knowledge transfer. Provide your support vendor with available documentation for the concerned infrastructure components. This will save much time on vendor’s onboarding.
Use a Convenient Communication Channel to Submit Support Tickets
User self-service portal
Service desk software
Phone
Instant messaging
Social networks
Benefits of Technical Support by ScienceSoft
Technical support outsourcing is a winning strategy for companies that want to have their IT infrastructures healthy and high-performing, while keeping their IT costs reasonable and aligned with the actual workload. Listed on the prestigious Global Outsourcing 100 list by IAOP, ScienceSoft ensures all benefits of the outsourcing model and brings added value to every project.
Reduced IT infrastructure costs
ScienceSoft ensures 50% of tech support costs' reduction due to the higher yield of IT processes. It is achieved through implementing:
- Proven ITIL-based tech support processes.
- Smart escalation matrix for IT infrastructure issues.
- Proactive infrastructure improvements.
Quick response to user requests
Our technical support outsourcing company offers:
- 40-second response time to 90% of incoming user calls.
- 30-minute response to help desk email tickets.
- Servicing shifts: 24/7, 12/7, 12/5, 8/5 (bound to your business hours or specific needs).
Prompt apps' re-configuration and code fixes
When you outsource technical support to us, we introduce emergency code changes within 8 working hours and implement functional extensions to apps within 1 day – 2 weeks.
Speaking your language
Our L1 agents speak several languages to make communication comfortable for your users and ensure perfect mutual understanding. You can talk to us in:
- English
- German
- French
- Spanish
- Polish
- Turkish
- Czech
Proactivity and involved attitude
Surveys indicate that about half of the companies planning to work with an MSP worry that a vendor would be reactive rather proactive. ScienceSoft certainly stands for a proactive approach and always talks to a client about cost reduction or infrastructure resources optimization opportunities when we spot ones.
Our Tech Support Deliverables
Documented IT infrastructure and IT processes:
- SOPs for ticketing, incident handling, change management, CI/CD, etc.
- Network diagrams.
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Guiding materials for users:
- Knowledge base
- Manuals
- FAQs
User feedback assessment reports
with action points to increase the satisfaction score.
Regular reporting on the continuous tech support activities:
- Service level reports.
- Quarterly maintenance reports.
- Health check reports.
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A Few More Reasons to Outsource Your IT Support to ScienceSoft
In its Global Outsourcing Survey, Deloitte revealed that more than 75% of all the surveyed executives outsource IT functions to a third-party vendor. We see a good rationale for the choice — tech support outsourcing can bring truly impressive benefits.