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IT Help Desk Blog
Welcome to our help desk blog for ITOps and service desk leaders looking to improve support efficiency: from daily workflows to long-term service strategy.
After launching our help desk operation in 2007, we formalized our quality approach with an ISO 9001–certified management system the following year — and we’ve been raising the bar ever since. In this hub, our practitioners share the playbooks that help ScienceSoft maintain ≥97% CSAT and 99% SLA compliance across response and resolution, while protecting agent experience.
Get actionable guidance on multi-tier support, KPIs, and automation tools you can put to work right away.
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
Small Business Help Desk Software: Top 3 Platforms to Consider
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
Help Desk Performance Metrics: The Most Important KPIs to Track
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
Top 5 Automated Help Desk Software to Boost Agents’ Performance and Customer Satisfaction
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
5 Effective Tips to Boost Mobile App Customer Support
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
5 Easy-to-Follow Tips to Improve Customer Support
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Enterprises
Help Desk
How to Improve Enterprise Customer Support
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
3 Effective Customer Support Tips to Borrow from SaaS Companies
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
Customer Service
Customer Service vs. Customer Support: How Are They Different
Veranika Kavaliova
Help Desk Department Manager, ScienceSoft
Help Desk
