ScienceSoft Global
Help Desk Services for Life Sciences Companies
An ISO-certified MSP with 18 years in IT support and 20 years in healthcare IT, ScienceSoft delivers 24/7 help desk services for pharmaceutical, biotech, and medtech companies, clinical research organizations, and medical laboratories. Our clients get:
• Compliance-safe support for regulated and validated systems.
• Proactive problem management to minimize incidents and downtime.
• Clear governance boundaries and controlled change management.
A life sciences help desk is an IT support service that combines technical expertise with knowledge of validated workflows and change control procedures. To maintain compliance and uninterrupted digital operations, help desk places strong emphasis on consistency and regulatory readiness through the following practices:
- Audit-ready ticketing and documentation of incidents, fixes, and changes.
- Full traceability of access rights, system changes, and troubleshooting steps.
- Disciplined change control and approval workflows.
- Strict controls for handling sensitive data, such as PHI/PII, intellectual property (IP), clinical trial data, and manufacturing quality and batch records.
Governance-first approach to help desk
In regulated environments, even small system changes can snowball and affect compliance. That’s why our help desk is built around governance: clear rules, strict access controls, and very deliberate handoffs between L1–L3 and your system owners.
Day to day, our teams can handle things like access requests, system uptime issues, and problems with integrations. What we don’t do is make changes to validated workflows or touch GxP-critical data outside your approved change control and validation.
You stay accountable for regulated decisions — as you should. We’re here to keep the systems running, support users when they need help, and make sure none of that turns into a compliance problem.
Who We Serve
Learn more about the industry-specific software we support and the full range of services we deliver for each sector.
Multi-Tiered IT Help Desk Services for Life Sciences
Tier 1 (L1): Frontline support and basic troubleshooting
- Onboarding and offboarding users and updating access when roles change based on the established approval workflows and compliance controls.
- Verifying user identity before applying any access or role changes (according to the organization’s approved procedures).
- Resolving access issues (password resets, MFA/SSO recovery, account unlocks).
- Assigning and reclaiming software licenses, fixing activation errors, and reviewing license usage to optimize spend.
- Assisting users with daily application use and personalization without modifying regulated configurations (e.g., validated workflows, controlled forms, or templates).
- Troubleshooting common application issues (frozen screens, synchronization problems, performance degradation).
- Resolving common device and peripheral issues.
- Performing baseline connectivity fixes for Wi-Fi, VPN, virtual desktops, etc.
- Maintaining user self-service resources.
- Documenting details for complex, high-access, or high-impact issues and escalating them to the designated L2/L3 owner.
- Coordinating onsite support through internal teams or local providers, maintaining end-to-end ownership until service is restored.
Tier 2 (L2): System configuration and integration support
- Configuring enterprise platforms and core business systems under the organization’s approved change control procedures.
- Provisioning role-based access and updating application-level permissions (roles, groups, permissions, segregation of duties) per approved requests.
- Monitoring, troubleshooting, and restoring integration interfaces between key systems (e.g., CTMS and eTMF, QMS and ERP/MES), including API connections, ETL jobs, file-based exchanges, and message queues.
- Performing approved, targeted fixes and bulk updates for administrative data without manipulating regulated and validated data or logic.
- Collecting evidence and escalating to the designated L3 engineer or in-house owner when issues indicate product defects, validated configuration changes, data integrity risks, or platform limitations.
- Sharing knowledge with L1 by converting resolved L2 issues into L1 playbooks and knowledge base articles.
Tier 3 (L3): Advanced engineering support and system evolution
- Applying approved code changes and advanced configurations to resolve complex incidents and recurring problems (e.g., performance bottlenecks and integration failures).
- Maintaining and evolving integrations across the life sciences software stack, including mapping logic, transformation rules, and integration code when configuration changes are not sufficient.
- Implementing functional improvements and controlled enhancements to mission-critical systems with comprehensive testing and disciplined release management.
- Managing software vendor escalations and patches when issues are traced to third-party product defects or platform limitations.
- Modernizing software delivery and operations practices by introducing or improving CI/CD pipelines, automated testing, infrastructure-as-code (where applicable), and standardized release procedures to reduce deployment risk and improve change velocity.
- Clearing and managing backlogs of support, configuration, and enhancement requests in collaboration with the in-house teams, including planning work in sprints, prioritizing changes by business impact, and ensuring predictable delivery.
- (For regulated software) Delivering change-controlled updates with audit-ready documentation and testing evidence in line with applicable standards (e.g., ISO 13485, IEC 62304, IEC 82304-1).
Cross-tier, universal responsibilities
- Setting clear expectations for issue resolution, communicating proactively, and providing regular status updates throughout the ticket lifecycle.
- Detecting repeat issues, performing root-cause analysis, and recommending and implementing fixes for recurring problems.
- Maintaining runbooks and the support knowledge base (KB) in line with your SOPs and change control rules.
- Tracking SLAs compliance and support KPIs, providing regular performance reports, and running recurrent service reviews to share trends, gather feedback, and agree on improvements.
Why Life Sciences Organizations Partner With ScienceSoft
- In healthcare and life sciences IT since 2005.
- In help desk services since 2007.
- In ITIL-compliant ITSM since 2008.
- A portfolio of 150+ projects for healthcare and life sciences.
- Hands-on experience with GMP/GLP/GCP, FDA 21 CFR Part 11, and EU GMP Annex 11, as well as CSV/GAMP-based validation.
- Expertise in standards and practices for regulated medical device software, including ISO 13485 quality management and IEC 62304 software lifecycle processes.
- Experience with data privacy standards (HIPAA, GDPR) and healthcare interoperability requirements (USCDI, CCDA, 21st Century Cures Act, FHIR, HL7) for life sciences organizations that work with healthcare providers or process PHI.
- Multilingual support: English, Spanish, German, French, Polish, Turkish, Czech, and other languages.
- Flexible time coverage: 24/7, 12/5, 12/7, 8/5, after-hours support, or mixed schedules.
- Ready to sign a BAA (Business Associate Agreement) in case we will have access to systems that handle PHI.
Our awards, certifications, and partnerships
Our Clients Say
We have been very pleased with ScienceSoft. Our project required a large amount of industry-specific methodology and algorithms to be implemented into our new software connected to EHR/LIS systems, which the team handled well. In addition to the solid technical expertise shown by ScienceSoft, its developers demonstrated a profound understanding of laboratory software specifics and integrations.
During our cooperation, ScienceSoft proved to have vast expertise in Healthcare and Life Science industries related to the development a desktop software connected to laboratory equipment, mobile application and data analytics platform. They bang top quality talents and deep knowledge of IT technologies and approaches in accordance with ISO13485 and IEC62304 standards.
Working with ScienceSoft was a pleasure from A to Z. Their deep knowledge of the healthcare industry specifics and DICOM standard helped us create the back end of the software for our ultrasound scanner. We are grateful for their can-do attitude, responsiveness, and straightforward communication. RIVANNA already witnessed tangible benefits of our cooperation. We have more projects to come and are looking forward to working with ScienceSoft again.
Flexible Engagement Models for Life Sciences Help Desk
Full outsourcing: managed help desk
For organizations looking to offload IT support, ScienceSoft delivers end-to-end help desk services with SLA-backed delivery, secure access controls, and regular ITSM reporting for full visibility.
Co-sourcing: shared responsibility with your IT
If you need broad coverage without outsourcing sensitive functions, we can extend your in-house IT team by handling specific tasks or after-hours support.
Predictable Results and Measurable Help Desk Performance
As a quality-driven, ISO 9001-certified vendor, we focus on measurable outcomes for our clients and strive to exceed industry benchmarks. In our help desk projects, we typically achieve ≥97% CSAT, 15-second first-response time on calls, and ≤1 hour MTTR for critical issues (excluding third-party dependencies), with an average 99% SLA compliance across response and resolution metrics.
How We Make Outsourced Help Desk a Worthy Investment for Our Clients
ScienceSoft designs client-specific SLAs with clearly defined support scope, responsibilities, and exit terms. We align service levels with real operational needs and adjust them over time to ensure consistent service quality.
Quick help desk launch
ScienceSoft ensures a fast help desk launch through pre-trained agents, structured onboarding, and ready-to-use runbooks and escalation matrices. If the support scope is clearly defined, we can complete knowledge transfer and tool setup and begin handling tickets in as little as 2–4 weeks.
ScienceSoft’s help desk agents analyze root causes of common problems, gather user feedback, automate routine tasks, and continuously refine workflows to eliminate recurring issues and reduce ticket volume over time.
ScienceSoft takes a data-driven approach to optimizing infrastructure costs. When tasked with cloud infrastructure management as part of L3 support, our engineers analyze usage patterns, performance metrics, and billing data to identify overspending and recommend the most effective ways to reduce cloud expenses.
Tools and Technologies We Work With
Ticketing systems
Monitoring tools
Platforms
Remote collaboration
Connection
Communication
DevOps
Containerization
Automation
CI/CD tools
Monitoring
Clouds
Back-end programming languages
Front-end programming languages
Languages
JavaScript frameworks
Mobile
Databases / data storages
SQL
NoSQL
Cloud databases, warehouses, and storage
AWS
Azure
Google Cloud Platform
Other
How Much Does Help Desk for Life Sciences Cost?
The help desk pricing depends on several factors, including:
- Support tiers (L1–L3).
- The complexity of supported systems.
- Monthly ticket volume.
- Coverage hours (24/7, 12/7, 12/5, after-hours only).
As a point of reference, ScienceSoft's life sciences L1 support pricing ranges from $8 to $14 per ticket for support packages of 201–1,000 tickets per month.
Let Us Calculate a Help Desk Price for Your Case
Answer a few simple questions to help our healthcare IT consultants better understand your help desk needs and calculate the quote for you.
Thank you for your request!
We will analyze your case and get back to you within a business day to share a ballpark estimate.
In the meantime, would you like to learn more about ScienceSoft?
- Since 2005 in healthcare IT services: check what we do.
- 4,200+ successful projects: explore our portfolio.
- 1,400+ incredible clients: read what they say.
