Australia-Wide IT Support
Benefit from Mature IT Support Practices
Serving businesses all across Australia and the Pacific, ScienceSoft provides top-notch user support and keeps your IT workflows stable and safe.
IT support services are needed to maintain smooth and efficient working of a company’s applications, IT infrastructure, and its components.
With 15 years of first-hand experience in help desk and application support, ScienceSoft is ready to provide effective incident resolution and proactive IT infrastructure and application monitoring to Australia-based companies.
ScienceSoft as an IT Support Company
- 33 years in the IT services industry.
- In IT help desk and application support services since 2007.
- 14 years in ITIL-compliant ITSM.
- 1,200+ satisfied customers worldwide.
- Experienced in 30+ industries, including healthcare, BFSI, retail, manufacturing, telecoms, marketing and advertising.
- Partnerships with Microsoft, AWS, ServiceNow, IBM, Salesforce, Oracle.
- 24/7 services to cover time zones from GMT-9 to GMT+13.
- ISO 9001- and ISO 27001-certified to ensure high quality of the provided support services and the security of your data.
Trusted By Globally Recognized Leaders
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User-facing software: applications, websites, web portals. |
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Data storage: databases, data warehouses, data lakes. |
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Desktops, laptops, mobile devices. |
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Windows, MAC, and Linux operating systems. |
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Cloud services (IaaS, PaaS, SaaS). |
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On-premises data centers. |
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Development infrastructures (CI/CD, development and testing environment). |
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Network and cybersecurity (SIEM, IAM, firewalls, and more). |
Our L1 support engineers will handle basic software and hardware usage issues (e.g. help with logging in, giving access rights, password reset, etc.) and develop a user knowledge base with FAQs, articles, and self-help guides.
ScienceSoft’s L2 support engineers will deal with complex software and IT infrastructure issues, such as network configurations or software and hardware interoperability and identify root causes of the problems to promptly fix them.
L3
L3 support engineers will resolve issues and perform maintenance at database, network server, infrastructure, and code levels as well as assist L1/L2 support specialists in dealing with complex issues.
IT help desk
Get >96% user satisfaction score and enjoy efficient incident management with a help desk covering L1-L3 support levels.
Application support
Achieve >99.96% availability of your cloud or on-premises apps and 10% fewer app issues. This service covers L1-L3 support, 24/7 app performance monitoring, and app evolution.
Network Operations Center
We will set up a NOC responsible for 24/7 preventive IT infrastructure monitoring and L2-L3 tech support (root cause analysis included).
Managed IT support
Entrust your apps and IT infrastructure to a vendor with 15 years of experience. We’ll provide a fully managed L1-L3 help desk, a NOC, and maintenance services according to your needs.
Having Doubts about Outsourcing IT Support? Let Us Dispel Them
IT Support Solutions and Beyond: Techs and Tools We Work With
Ticketing systems
A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.
Help desk automation platforms
Projects
A certified Microsoft partner, ScienceSoft creates CRM and ERP solutions powered by Dynamics 365 and optimizes most effectively a range of business operations.
Projects
ScienceSoft achieves at least 20% increase in sales and 30% improvement in case resolution with well-thought-out and business-tailored Salesforce solutions.
A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.
Web
Back end
Projects
Our .NET developers can build sustainable and high-performing apps up to 2x faster due to outstanding .NET proficiency and high productivity.
Projects
ScienceSoft's Java developers build secure, resilient and efficient cloud-native and cloud-only software of any complexity and successfully modernize legacy software solutions.
Projects
ScienceSoft's Python developers and data scientists excel at building general-purpose Python apps, big data and IoT platforms, AI and ML-based apps, and BI solutions.
ScienceSoft delivers cloud-native, real-time web and mobile apps, web servers, and custom APIs ~1.5–2x faster than other software developers.
Projects
ScienceSoft's PHP developers helped to build Viber. Their recent projects: an IoT fleet management solution used by 2,000+ corporate clients and an award-winning remote patient monitoring solution.
ScienceSoft's developers use Go to build robust cloud-native, microservices-based applications that leverage advanced techs — IoT, big data, AI, ML, blockchain.
Front end
ScienceSoft leverages code reusability Angular is notable for to create large-scale apps. We chose Angular for a banking app with 3M+ users.
ScienceSoft achieves 20–50% faster React development and 50–90% fewer front-end performance issues due to smart implementation of reusable components and strict adherence to coding best practices.
Mobile
Projects
ScienceSoft’s achieves 20–50% cost reduction for iOS projects due to excellent self-management and Agile skills of the team. The quality is never compromised — our iOS apps are highly rated.
Projects
There are award-winning Android apps in ScienceSoft’s portfolio. Among the most prominent projects is the 5-year-long development of Viber, a messaging and VoIP app for 1.8B users.
Projects
ScienceSoft cuts the cost of mobile projects twice by building functional and user-friendly cross-platform apps with Xamarin.
Projects
ScienceSoft reduces up to 50% of project costs and time by creating cross-platform apps that run smoothly on web, Android and iOS.
Step 1
Discovery stage
We analyze your IT landscape, business plans, and user issue backlogs. After that, we elicit your IT support needs and settle on a particular service delivery model (e.g., IT help desk, NOC, app support, white label help desk).
Step 2
SLA negotiation
We negotiate the details of our cooperation, prepare a service-level agreement (SLA), and sign the contract. As a rule of thumb, an SLA describes the service package, estimated budget, support hours, support team size and expertise, reporting schedule, and other cooperation details depending on a specific client’s goals.
Step 3
Transition stage
We analyze your applications and/or IT infrastructure and examine the corresponding documentation and processes. Then, we prepare detailed instructions for our team and organize responsibility transfer from your team to our support specialists.
Step 4
Service delivery
We deliver the required support services according to the SLA and regularly provide you with KPI-based reports.
A set of possible KPIs:
- First response time.
- Customer satisfaction score.
- Resolution rate.
- Average time to resolution.
- Abandonment rate.
All about IT Support
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IT Support in Australia