IT Support Services: Smooth IT Workflows, Satisfied Users
IT support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. ScienceSoft’s IT support services are backed with 13 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.
What You Get with IT Support Services
- L1. A user support team.
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L2. A technical support team.
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L3. A team of software engineers.
- SOPs for ticket resolution, change and incident management, CI/CD flows.
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Network maps.
- Knowledge base articles.
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FAQs.
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User manuals.
- UX testing/monitoring.
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Surveys and user experience studies with CSAT improvement plans based on their results.
- IT environment benchmarking against PCI DSS, HIPAA, etc.
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Compliance gap mitigation plans.
- Service level reports.
- Maintenance reports.
- Health check reports.
Scope of IT Components We Tackle
Why Choose ScienceSoft
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31 years of experience in information technology. |
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13-year experience in help desk and application support. |
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12 years of experience in ITIL-compliant IT service management. |
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Microsoft Gold Partner, AWS Select Consulting Partner, IBM Business Partner. |
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700 + employees on board. |
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. 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
ScienceSoft carried out NOC monitoring, multi-tier support (L1, L2, L3) and customization for the Customer’s platform.
ScienceSoft’s team kept a complex 300-server infrastructure safe and proactively improved on 8/5 shifts.
ScienceSoft provided support and maintenance of multiple .NET-based web applications: troubleshooting, bug fixing, urgent introduction of changes upon request.
ScienceSoft provided L2 and L3 support for 28 infrastructure components in compliance with ITIL standards during the Customer’s business hours.
L2 and L3 support for software under ongoing development to keep it stable and promptly introduce new system components.
Choose Your Service Option
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.