IT Support Services: Smooth IT Workflows, Satisfied Users

IT support

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.

Want to Get Result-Oriented IT Support?
ScienceSoft’s IT support team will ensure continuous monitoring and timely resolution of detected and reported incidents to increase the efficiency of your IT infrastructure.

What You Get with IT Support Services

Multi-tier incident resolution pipeline:
  • L1. A user support team.
  • L2. A technical support team.

  • 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.
  • Network maps.

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  • Configuration management database.

  • Infrastructure improvement plan.

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Self-service training materials for users:
  • Knowledge base articles.
  • FAQs.

  • User manuals.

     

User satisfaction and adoption improvements:
  • UX testing/monitoring.
  • Surveys and user experience studies with CSAT improvement plans based on their results.

     

Regulatory compliance assessments.
  • IT environment benchmarking against PCI DSS, HIPAA, etc.
  • Compliance gap mitigation plans.

     

Regular and transparent reporting:
  • Service level reports.
  • Maintenance reports.
  • Health check reports.
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  • Security assessment reports.
  • Incident reports with root cause analysis.
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Scope of IT Components We Tackle

IT Infrastructure Components We Cover - ScienceSoft

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

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.

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.

 

Why ScienceSoft’s IT Support Matters

  • -50%
    IT support costs
  • -20%
    cloud costs
  • 99.96-99.99%
    app availability
  • +20-40%
    user satisfaction
  • -10%
    app issues
  • Get Your Stable and Efficient IT with Least Effort!
    ScienceSoft professionals will conduct close monitoring of your IT infrastructure or its components and set up efficient IT support workflows.