IT Support Services
IT support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. ScienceSoft’s IT support services are backed with 15 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.
Multi-tier incident resolution pipeline:
- L1. A user support team.
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L2. A technical support team.
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L3. A team of software engineers.
Detailed descriptions of the IT infrastructure and operating procedures:
- SOPs for ticket resolution, change and incident management, CI/CD flows.
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Network maps.
Self-service training materials for users:
- Knowledge base articles.
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FAQs.
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User manuals.
User satisfaction and adoption improvements:
- UX testing/monitoring.
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Surveys and user experience studies with CSAT improvement plans based on their results.
Regulatory compliance assessments.
- IT environment benchmarking against PCI DSS, HIPAA, etc.
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Compliance gap mitigation plans.
Regular and transparent reporting:
- Service level reports.
- Maintenance reports.
- Health check reports.
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33 years of experience in information technology. |
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15-year experience in help desk and application support. |
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14 years of experience in ITIL-compliant IT service management. |
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9 Microsoft Gold Competencies, including Application Development and Integration, Data Platform, Data Analytics, Collaboration and Content, etc. |
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AWS Select Services Partner, IBM Business Partner. |
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700 + employees on board. |
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Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing. |
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Mature quality management system confirmed by the ISO 9001 certification allowing to implement projects fully meeting customers' quality, time, and budget expectations. |
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Assured safety of the customers’ data we access during the cooperation proved by ISO 27001 certificate. |
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. In our support projects, 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).
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.
Our Hallmark IT Support Projects
Data Capture Application Support for a UK Software Company
ScienceSoft carried out NOC monitoring, multi-tier support (L1, L2, L3) and customization for the Customer’s platform.
Cloud Infrastructure Maintenance and Support for a European SaaS Provider
ScienceSoft’s team kept a complex 300-server infrastructure safe and proactively improved on 8/5 shifts.
Remote IT Support for a US Telecommunications Services Provider
ScienceSoft provided support and maintenance of multiple .NET-based web applications: troubleshooting, bug fixing, urgent introduction of changes upon request.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft provided L2 and L3 support for 28 infrastructure components in compliance with ITIL standards during the Customer’s business hours.
L2, L3 Support of a Marketing Campaign Management Solution
L2 and L3 support for software under ongoing development to keep it stable and promptly introduce new system components.
IT Help Desk
White-label cooperation is possible.
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.
Network Operations Center
Preventive monitoring of IT network with L2, L3 support.
- NOC setup and introduction of efficient workflows and policies.
- 24x7 network monitoring, health checks, incident resolution.
- Regular reporting.
Application Support
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.