IT Support Services
Information technology (IT) support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. ScienceSoft’s IT support services are backed with 16 years of experience in help desk and application support and include IT help desk, Network Operations Center (NOC) and software support to guarantee superior user experience and on-the-go improvement of your IT processes.
Scope of IT Components We Tackle
ScienceSoft can take care of all your IT infrastructure components – from daily monitoring and management to long-term continuous optimization and evolution.
What You Get with IT Support Services
Detailed descriptions of the IT infrastructure and operating procedures:
- SOPs for ticket resolution, change and incident management, CI/CD flows.
Configuration management database.
Infrastructure improvement plan.
Self-service training materials for users:
- Knowledge base articles.
User satisfaction and adoption improvements:
- UX testing/monitoring.
Surveys and user experience studies with CSAT improvement plans based on their results.
Regular and transparent reporting:
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security assessment reports.
- Incident reports with root cause analysis.
Why Choose ScienceSoft
- 34 years of experience in information technology.
- 16-year experience in help desk and application support.
- 15 years of experience in ITIL-compliant IT service management.
- Partnerships with Microsoft, AWS, ServiceNow, Salesforce, Oracle, Adobe.
- 750+ professionals on board.
- Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing.
- 1,200+ happy clients worldwide: from North America and Europe to Australia and New Zealand.
- 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.
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 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 a service 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.
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.
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.
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.
Business Development Director
Give Back Wireless
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.
Dot It Restaurant Fulfillment
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.
The Financial Times Includes ScienceSoft USA Corporation in the List of the Americas’ Fastest-Growing Companies 2023
For the second year in a row, ScienceSoft USA Corporation ranks among 500 American companies with the highest revenue growth. This achievement is the result of our unfailing commitment to provide high-quality IT services and create best-value solutions that meet and even exceed our clients’ expectations.
Choose Your Service Option
L1, L2, L3 support for enterprises, software companies and MSPs.
- Introduction of efficient SOPs and ITSM processes.
- Resolution of reported incidents.
- User satisfaction rate management.
- Knowledge base maintenance.
- Regular reporting.
We offer fully managed help desk services or provide dedicated help desk teams. White-label cooperation is possible.
L1, L2, L3 support and proactive improvement of your cloud or on-premises application, including:
- Monitoring, testing, code reviews.
- Configuring, hot fixes, code changes.
- Cloud consumption optimization.
- User satisfaction rate management.
- Regular reporting.
Full IT Support
Comprehensive support of your IT infrastructure, including:
- IT help desk.
- Network Operations Center.
- Software support.
Why ScienceSoft’s IT Support Matters
IT support costs