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Remote IT Support Services
Remote IT support services aim at keeping your IT infrastructure stable, resolving incidents and handling change requests quickly with the help of remote support software. Providing help desk and application support since 2007, ScienceSoft helps companies reduce IT support costs and increase issue resolution speed.
IT Components We Cover with Remote IT Support Services
In its 2023 Global Shared Services and Outsourcing Survey, Deloitte reveals that more than 60% of surveyed respondents outsource 1–4 functions to MSPs. We have the capacity and the expertise to cover as many IT functions as you’d like to outsource.
Applications, websites, and web portals
- L1 user support: basic user incident resolution.
- L2 tech support: complex technical and simple infrastructure-related issues and requests resolution).
- L3 tech support: resolution of advanced technical problems, app issues via code modifications, and complex infrastructure issues and requests).
- Vulnerability assessment, regular penetration testing.
- Website monitoring (availability parameters, hosting resources, email services, etc.).
Data storage (databases, data warehouses, data lakes)
- Data storage and database design and implementation.
- Data storage and database configuration and administration.
- Capacity management and monitoring.
- Regular data backup.
- Performance tuning.
- Storage disaster recovery.
- Vulnerability assessment, regular penetration testing.
Networks
- Proactive network monitoring to minimize downtime.
- Network vulnerability assessment.
- Regular network penetration testing.
- Remote desktop access.
- Event log monitoring.
On-premises data centers
- Proactive data center infrastructure monitoring.
- Vulnerability assessment, vulnerability scanning.
- Regular compliance review (HIPAA, GDPR, PCI DSS, FDA, etc.) and reporting.
Cloud services (IaaS, PaaS, SaaS)
- Proactive monitoring to minimize downtime.
- Cloud service deployment.
- Cloud usage optimization.
- Cloud service management.
- Cloud performance tuning.
Workstations
- L1, L2 support.
- User administration, user software setup and installations.
- Regular software updates.
- Software configuration.
- Vulnerability assessment, regular penetration testing.
- Malware removal.
What You Get with Our Remote IT Support Services
Multi-tier pipeline for issues and requests management
- L1 − a user support team, resolving common user issues.
- L2 − a user technical support team, dealing with complex tech issues and basic infrastructure problems.
- L3 – a team addressing advanced technical issues, app issues requiring changes on the code level, and complex infrastructure problems and requests.
Detailed description of the IT infrastructure and operating procedures
Creating documentation (if absent) or further developing the following descriptions:
- SOP documentation for ticket resolution, change and incident management, CI/DC flows.
- Network diagrams.
- Configuration management database for IT asset information.
- Infrastructure improvement plan.
Self-service materials for users
Creating self-service materials for users from scratch (if absent) or improving your company’s following materials:
- Knowledge base articles.
- FAQs.
- User guides.
User satisfaction and adoption improvements
- CSAT improvement plans based on user feedback surveys and user experience assessment results.
- Reduced number of issues due to eliminating problem root causes.
Regular and transparent reporting
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security audit reports.
- Incident reports with root cause analysis within a ticketing system.
Timing of Our Remote IT Support
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First response time for calls – within 40 sec. for 90% of calls |
Delivery time for urgent changes – 4-16 hours |
Support time coverage: 24/7, 12/7, 12/5, 8/5 – adjusted to your time zone and business hours. |
What Makes ScienceSoft a Reliable Remote IT Support Company
- Mature quality management system confirmed by the ISO 9001 certification allowing to implement projects fully meeting customers' quality, time, and budget expectations.
- Assured safety of the customers’ data we access during the cooperation, proved by ISO 27001 certificate.
- Partnerships with Microsoft, AWS, ServiceNow, Oracle, Adobe.
Years of experience
- 35 years of experience in IT.
- 17 years in help desk and application support.
- 16 years of experience in ITSM.
An expert IT team holding a range of certificates
- AWS Certified Solution Architect.
- Red Hat Certified System Administrator (RHCSA).
- Microsoft Certified Professional (MCP).
- AWS Certified SysOps Administrator (SOA).
Despite the remote everything in today’s world, some IT managers still doubt that remote IT support can be as quick and effective as an on-site team.
My experience shows that remote support can be just as fast, productive, and convenient if organized properly. At ScienceSoft, we use online tools for infrastructure monitoring (e.g., Zabbix, Nagios), support ticket tracking (Jira, ServiceNow), and remote desktop access (TeamViewer) to provide proactive and reactive IT support remotely. Our support team can talk to users in real time via messaging and collaboration apps like Microsoft Teams or Zoom. Remote configuration of printers and other devices is not a problem either.
The only time when you may need on-site support is if you encounter critical issues with on-premises servers and other physical IT components that haven’t been moved to the cloud. Depending on your location, we are willing to arrange short-term on-site visits or collaborate with reputable IT vendors in your area to service your physical IT infrastructure.
Our Clients Say
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. Time zone coverage also came in the clutch: ScienceSoft handled our offices across the world, from the HQ in Herne and all the way to Tennessee. After two years, we know for sure they’re reliable and committed specialists.
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.
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.
What You Get with ScienceSoft’s Remote IT Support Services
Listed on the prestigious Global Outsourcing 100 among the top advisors and consultants, ScienceSoft is devoted to bring customers value in every project.
Reduced IT support costs and issue resolution time
Our remote tech support approach includes:
- Automation of IT support provision (monitoring, task tracking, etc.) with the help of remote support software (such as Jira, Nagios, TeamViewer, etc.).
- Optimal support staff utilization for cost optimization.
- Flexible pricing models (subscription fee, T&M, per-user, price per ticket).
Ensured data security
ScienceSoft’s data security is backed with:
- 200+ implemented projects in security consulting and penetration testing by our team of certified cybersecurity experts.
- An in-house 24/7 security monitoring, ensuring your data is not accessed by unsolicited third parties or altered by ransomware.
- The trust of our security services clients, among which are Appcast, T-Mobile, M&T Bank, and others.
Qualified self-managed technical support
- L1 user support specialists who can resolve basic user-side issues and requests or escalate them further if needed.
- L2 technical engineers who tackle complex technical and simple infrastructure-related issues and requests.
- L3 support team of qualified IT specialists addressing app-related issues requiring changes on the code level, complex infrastructure requests and issues, and advanced technical problems.
Industries That Benefit from ScienceSoft’s Remote Support
Overall, we have worked with companies from 30+ industries. Our largest expertise lies in the following fields:
Technologies We Use to Provide Remote IT Support Services
Our Selected IT Support Projects
67 results for:
10-Year Evolution of Life Sciences Software Products Used by GSK and AstraZeneca
During 10+ years of cooperation, ScienceSoft’s scalable team of 8–29 experts has been involved in the development, customization, testing, and support of several laboratory and analytical software products for the world’s leading pharmaceutical companies.
Modernization of OEM Lifecycle Optimization Software
For over six years, ScienceSoft’s .NET developers handled the support and modernization of a suite of software tools by a globally recognized provider of motion control solutions.
2-Year Support and Evolution of CE-Marked Laboratory Diagnostics Software
For over two years, ScienceSoft supported CE-marked laboratory diagnostics software and introduced upgrades to improve convenience and boost user satisfaction.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft has provided complete IT infrastructure support services for a European private diversified business.
Case Study
Continuous Mobile Banking App Support and Maintenance to Retain Market Leadership
Since 2016, ScienceSoft has been providing support and modernization of Unibank’s mobile banking app, helping the Client keep up with the mobile banking market trends.
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.
Learn the Cost of IT Support Services for Your Case
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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.
Choose Your Remote IT Support Service Option
We are ready to provide our self-managed IT support team or integrate with your in-house IT support team to ensure the stability of your IT infrastructure:
Remote L1, L2, L3 user and IT infrastructure support.
- Quick remote user issue resolution.
- User administration (creating accounts, password reset, etc.).
- Malware removal.
- User satisfaction rate increase by resolving root cause of problems.
- IT infrastructure monitoring and troubleshooting.
- Regular IT infrastructure security checks and compliance reviews (vulnerability assessment, penetration testing, compliance review, etc.).
Continuous remote monitoring of the IT infrastructure with L2, L3 support.
- IT infrastructure proactive monitoring, health checks, incident resolution.
- Network cybersecurity.
- Event log monitoring.
- Regular reporting (maintenance reports, health checks reports, etc.).
L1, L2, L3 support and proactive improvement of cloud or on-premises applications and their infrastructures:
- Resolving emerging application incidents and their root causes.
- On-demand app configuration.
- Delivering customizations and integrations.
- Application development infrastructure maintenance.
- Cloud usage optimization.
- User satisfaction rate increase by resolving root cause of problems.
- Regular reporting (service level reports, incident reports with root cause analysis, etc.).
Remote cloud management with L2, L3 support.
- Proactive monitoring to minimize downtime of cloud services.
- Cloud usage optimization.
- Vulnerability assessment and vulnerability scanning.
- Regular data backup.
- Regular review of your cloud infrastructure compliance with industry standards (PCI DSS, HIPAA, etc.) and reporting.
- Cloud service deployment.
- Cloud performance tuning.