Go to ScienceSoft Global
Australia-Wide IT Support Services
Benefit from Mature IT Support Practices
Serving businesses all across Australia and the Pacific, ScienceSoft provides top-notch user support and keeps your IT workflows stable and safe.
IT support services are needed to maintain smooth and efficient working of a company’s applications, IT infrastructure, and its components.
With 17 years of first-hand experience in help desk and application support, ScienceSoft is ready to provide effective incident resolution and proactive IT infrastructure and application monitoring to Australia-based companies.
ScienceSoft as an IT Support Company
- 35 years in the IT services industry.
- In IT help desk and application support services since 2007.
- 15 years in ITIL-compliant ITSM.
- 1,200+ satisfied customers worldwide.
- Experienced in 30+ industries, including healthcare, BFSI, retail, manufacturing, telecoms, marketing and advertising.
- Partnerships with Microsoft, AWS, ServiceNow, Oracle, Adobe.
- 24/7 services to cover time zones from GMT-9 to GMT+13.
- ISO 9001- and ISO 27001-certified to ensure high quality of the provided support services and the security of your data.
Trusted By Globally Recognized Leaders
IT Infrastructure Components We Are Ready to Take Charge Of
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User-facing software: applications, websites, web portals. |
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Data storage: databases, data warehouses, data lakes. |
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Desktops, laptops, mobile devices. |
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Windows, MAC, and Linux operating systems. |
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Cloud services (IaaS, PaaS, SaaS). |
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On-premises data centers. |
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Development infrastructures (CI/CD, development and testing environment). |
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Network and cybersecurity (SIEM, IAM, firewalls, and more). |
Support Levels You Get with ScienceSoft
Our L1 support engineers will handle basic software and hardware usage issues (e.g. help with logging in, giving access rights, password reset, etc.) and develop a user knowledge base with FAQs, articles, and self-help guides.
ScienceSoft’s L2 support engineers will deal with complex software and IT infrastructure issues, such as network configurations or software and hardware interoperability and identify root causes of the problems to promptly fix them.
L3
L3 support engineers will resolve issues and perform maintenance at database, network server, infrastructure, and code levels as well as assist L1/L2 support specialists in dealing with complex issues.
Scope of IT Support Services We Provide
Get >96% user satisfaction score and enjoy efficient incident management with a help desk covering L1-L3 support levels.
Achieve >99.96% availability of your cloud or on-premises apps and 10% fewer app issues. This service covers L1-L3 support, 24/7 app performance monitoring, and app evolution.
We will set up a NOC responsible for 24/7 preventive IT infrastructure monitoring and L2-L3 tech support (root cause analysis included).
Entrust your apps and IT infrastructure to a vendor with 15 years of experience. We’ll provide a fully managed L1-L3 help desk, a NOC, and maintenance services according to your needs.
Having Doubts about Outsourcing IT Support? Let Us Dispel Them
You are a US-based company. How will you provide business IT support in Australian time zones?
Headquartered in the US, ScienceSoft is a global IT support company that serves businesses all over the world. For our clients’ convenience, we have offices in the US, Europe, and the Middle East and provide outsourced IT support services on a 24/7, 12/7, 12/5 or 8/5 basis that can be adjusted to a client’s business hours. Our experienced support engineers are prepared to work non-standard shifts and take pride in being able to provide consistent services to our clients from across the globe. This way, we can easily cover any Australian time zone.
How can we be sure of the quality of your IT support services?
ScienceSoft has an ISO 9001-certified quality management system that ensures mature IT services according to our clients’ needs, budget, and time frames. We have a solid track record of successful projects in support, with many companies trusting us with long-term support of their IT infrastructure and apps. We are proud to be able to state that 62% of ScienceSoft’s revenue comes from clients that stay with us for 2+ years.
IT Support Solutions and Beyond: Techs and Tools We Work With
Discover Our IT Support Featured 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.
How We Deliver Reliable IT Support
Step 1
Discovery stage
We analyze your IT landscape, business plans, and user issue backlogs. After that, we elicit your IT support needs and settle on a particular service delivery model (e.g., IT help desk, NOC, app support, white label help desk).
Step 2
SLA negotiation
We negotiate the details of our cooperation, prepare a service-level agreement (SLA), and sign the contract. As a rule of thumb, an SLA describes the service package, estimated budget, support hours, support team size and expertise, reporting schedule, and other cooperation details depending on a specific client’s goals.
Step 3
Transition stage
We analyze your applications and/or IT infrastructure and examine the corresponding documentation and processes. Then, we prepare detailed instructions for our team and organize responsibility transfer from your team to our support specialists.
Step 4
Service delivery
We deliver the required support services according to the SLA and regularly provide you with KPI-based reports.
A set of possible KPIs:
- First response time.
- Customer satisfaction score.
- Resolution rate.
- Average time to resolution.
- Abandonment rate.