IT Support Services

Information technology (IT) support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. An IT support services company with 17 years of experience in help desk and infrastructure support, ScienceSoft guarantees on-the-go improvement of your IT processes.

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Find All-Encompassing IT Support Services at ScienceSoft

IT support services are intended to keep your existing IT infrastructure and business apps well-functioning, secure, and dynamically evolving in line with your business needs. The service is wide-ranging and spans from advisory support to monitoring, troubleshooting, and optimization activities.

Consulting support

Get a third-party viewpoint on any IT-related issue you find hard to solve. We can audit an IT infrastructure component or IT process in question, investigate the matter of concern, and provide a detailed action plan for issue resolution.

L1 help desk

Your clients or employees may face a simple software problem that spoils user experience or disrupts work routine. Our L1 engineers can quickly handle user issues and requests to restore user convenience.

L2 help desk

Where our first line of support can’t help, our team of software and infrastructure management engineers will. They handle complex issues requiring deeper investigation and focus not just on fixing but on preventing issue reappearance.

L3 help desk

You get a team to support business-critical IT activities like software development and evolution, cross-system or cloud migrations, software and network rearchitecting, or server virtualization.

Cloud management

We monitor and continuously optimize your cloud resources consumption to ensure the availability and high performance of your cloud-hosted infrastructure and apps as well as reasonable costs. When new business plans and needs appear, we help you expand your cloud portfolio with best-fitting and properly implemented solutions.

Managed cybersecurity

We approach your cybersecurity posture comprehensively. Rather than installing standalone security tools and inevitably leaving gaps, we will analyze your IT infrastructure and processes and unfold a security environment that covers all possible entry points of security threats.

Infrastructure management

This is the best service option if you want to outsource the full IT support function to one vendor. Our cross-functional support team will look after the health and security of your network, business systems, servers, data storage, and all other infrastructure components you have.

Application management

We do not only monitor key performance indicators for your business apps to fix slowdowns and failures. We get to know your software and its purposes to optimize it and enhance it with new useful capabilities and functions.

Veranika Kavaliova

Help Desk Manager at ScienceSoft

It is unlikely that established companies have no IT support at all, either internal or external. So, when we are hired, we often inherit the support function from our predecessors. Ideally, we need to access the documented knowledge to understand what has already been done. If such knowledge is unavailable, we offer a quick or in-depth audit. This saves us and the client from situations when double or even triple effort will be needed to fix something that should have been avoided from the start. The first example that comes to my mind is overlaying new features on a poor code that needs refactoring.

Scope of IT Components We Tackle

We can take care of all your IT infrastructure components – from daily monitoring and management to long-term continuous optimization and evolution.

IT Components Covered by IT Support Services

Our Selected IT Support Projects

What Our Clients Value

Alex Gudkov Alex Gudkov LinkedIn

Chief Information Officer

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.

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Peter Hermann Peter Hermann LinkedIn

CEO

For the past 6 years, ScienceSoft has been a reliable partner in supporting and maintaining our HR software product. They have fixed hundreds of bugs in the product’s performance since the start of our cooperation back in 2016 and keep modernizing HR on our demand, introducing new features and tweaking existing functionality to let us better cater to our growing client base.

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Piotr Berner Piotr Berner LinkedIn

Director of Global IT Operations

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. After two years, we know for sure they’re reliable and committed specialists. They stick to SLAs, provide competent support, and make sure incidents are resolved or escalated as soon as possible.

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Daniil Svetlov Daniil Svetlov LinkedIn

CIO

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.

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Gordon Seipold Gordon Seipold LinkedIn

CEO

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.

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Norman Paulsen Norman Paulsen LinkedIn

VP IT & Digital

ScienceSoft took over our helpdesk operations. Not only were they able to add immediate value but they also helped build out our helpdesk knowledge base, resulting in faster time to resolution and fewer repeat issues. They support a wide range of applications for our team including store surveillance, POS hardware and software, and network monitoring all while maintaining our 30-minute FRT mark. Their dedication to resolving issues has led to a 100% satisfaction rate from Lolli & Pops employees and allows our IT organization to focus on larger digital transformation initiatives.

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Luke Walther Luke Walther LinkedIn

Business Development Director

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.

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Jarod Joyce Jarod Joyce LinkedIn

Creative Director

ScienceSoft has been vital to our company’s growth in ecommerce over the last 3 years. We rely on the team for a variety of Magento support tasks, and they always deal with our problems fast. They are a very versatile company in terms of the number of services they provide. With their help, we’ve successfully upgraded our platform, improved our front-end UI, and developed a more efficient internal workflow to support our customers.

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Jeff Ward Jeff Ward LinkedIn

Director of Data Management

We hired ScienceSoft to provide support for our client during non-business hours and didn't regret the decision. ScienceSoft has been a valuable asset for our in-house IT team. Their agents have demonstrated a remarkable ability to handle tasks swiftly and always maintain excellent availability and responsiveness.

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Shane White Shane White LinkedIn

Founder and CEO

Partnering with ScienceSoft for first-line support has helped us maintain our high service standard during the COVID-19 pandemic. ScienceSoft’s unfailing attention to stream quality and quick collaboration with on-site camera operators and our internal support team have been instrumental to MemoryShare’s operations in the past two years. We’re thankful to have had a dependable partner in ScienceSoft.

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David Torres David Torres LinkedIn

IT Operations Manager

ScienceSoft’s L1 team has already become a valuable asset to ScribeAmerica. We needed full transparency in service provisioning, and we appreciate their regular reporting and clear communication with our IT operations managers. It’s also valuable to us that ScienceSoft keeps finding new ways to free our L2 team’s load.

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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.

Lisa Biondi Lisa Biondi LinkedIn

CIO

ScienceSoft has been our IT partner for several years and their support has become an integral part of System One’s operations. We have partnered with them to take over application support and development in several critical areas, far beyond the usual help desk activities.

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Why Choose ScienceSoft As Your IT Support Company

35 years of experience in information technology.
17-year experience in help desk and application support.
16 years of experience in ITIL-compliant IT service management.
Partnerships with Microsoft, AWS, ServiceNow, Oracle, Adobe.
750+ professionals on board.
Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing.
1,400+ satisfied customers worldwide: from North America and Europe to Australia and Singapore.
ISO 9001-confirmed quality management system rooted in quality-oriented company processes and policies, value-driven approach to collaboration and result-oriented people.
Safety of the customers’ data we access ensured by the ISO 27001-certified unfailing security management system.
Broad time zones coverage: from GMT -9 in North America to GMT +13 in New Zealand.

Communication Channels We Support

For on-demand support models (typical for L1–L2 help desk), we offer different scenarios of ticket submission:

User self-service portals

Service desk software

Phone

Instant messaging

Social media

What You Get with IT Support Services

Multi-tier incident resolution pipeline:

L1. A user support team.
L2. A technical support team.
L3. A team of software engineers.

Detailed descriptions of the IT infrastructure and operating procedures:

SOPs for ticket resolution, change and incident management, CI/CD flows.
Network maps.
Configuration management database.
Infrastructure improvement plan.

Self-service training materials for users:

Knowledge base articles.
FAQs.
User manuals.

User satisfaction and adoption improvements:

UX testing/monitoring.
Surveys and user experience studies with CSAT improvement plans based on their results.

Regulatory compliance assessments

IT environment benchmarking against PCI DSS, HIPAA, etc.
Compliance gap mitigation plans.

Regular and transparent reporting:

Service level reports.
Maintenance reports.
Health check reports.
Security assessment reports.
Incident reports with root cause analysis.

Competitive Traits of ScienceSoft’s IT Support Services

Feasibility analysis of IT support projects

Before we take up your app or infrastructure support, we analyze TCO and ROI of supported assets and assess how far these financial estimates will be improved after we commence the support.

Result-oriented service and transparent reporting

Our business IT support activities and service quality are reflected in regular reports with clear metrics for strict compliance with service level objectives. We use the following KPIs:

Change requests implemented.
Change requests waiting in the backlog.
Satisfaction of key stakeholders.
User satisfaction.
Application availability.
MTTR (Mean Time to Recovery).

Focus on long-term collaboration

We believe that long-term IT support is mutually beneficial for a customer and an IT support provider, as a longer service term means fewer transition periods and integration phases for the customer and well-tailored working routines for the support team.

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.

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