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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.

 

Boris Shiklo

Chief Technology Officer, ScienceSoft

Developing Multi-Tier IT Support of Real Value for Employees and Clients

Help Desk

Developing Multi-Tier IT Support of Real Value for Employees and Clients

We show how to establish and manage help desk tiers in multi-tier IT support model to ensure that software questions and problems of your employees and clients are addressed quickly and effectively at every IT support level.

Anastasia Haiduk

Lead Business Analyst, UX and Customer Experience Consultant, ScienceSoft

Help desk software to improve customer service

Customer Service

Help Desk

Help desk software to improve customer service

We have a look at help desk software, a useful tool that can help businesses streamline workflow, organize information, and eliminate lengthy manual processes.