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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

IT Infrastructure Components We Are Ready to Take Charge Of

User-facing software: applications, websites, web portals.

Data storage: databases, data warehouses, data lakes.

Desktops, laptops, mobile devices.

Windows, MAC, and Linux operating systems.

Cloud services (IaaS, PaaS, SaaS).

On-premises data centers.

Development infrastructures (CI/CD, development and testing environment).

Network and cybersecurity (SIEM, IAM, firewalls, and more).

Support Levels You Get with ScienceSoft

L1

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.

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L2

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.

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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.

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Scope of IT Support Services We Provide

IT help desk

Get >96% user satisfaction score and enjoy efficient incident management with a help desk covering L1-L3 support levels.

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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.

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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).

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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.

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Having Doubts about Outsourcing IT Support? Let Us Dispel Them

IT Support Solutions and Beyond: Techs and Tools We Work With

Ticketing systems

ServiceNow
Practice
Practice 12 years

A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.

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Monitoring tools

Help desk automation platforms

Microsoft Dynamics 365
Practice
Practice 14 years

Projects

Projects 25+
Workforce
Workforce 10+

A certified Microsoft partner, ScienceSoft creates CRM and ERP solutions powered by Dynamics 365 and optimizes most effectively a range of business operations.

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Salesforce

Projects

Projects 10+

ScienceSoft achieves at least 20% increase in sales and 30% improvement in case resolution with well-thought-out and business-tailored Salesforce solutions.

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ServiceNow
Practice
Practice 12 years

A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.

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Remote collaboration

Connection

Communication

DevOps

Containerization

Automation

CI/CD tools

Monitoring

Web

Back end

Microsoft .NET
Practice
Practice 19 years

Projects

Projects 200+
Workforce
Workforce 60+

Our .NET developers can build sustainable and high-performing apps up to 2x faster due to outstanding .NET proficiency and high productivity.

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Java
Practice
Practice 25 years

Projects

Projects 110+
Workforce
Workforce 40+

ScienceSoft's Java developers build secure, resilient and efficient cloud-native and cloud-only software of any complexity and successfully modernize legacy software solutions.

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Python
Practice
Practice 10 years

Projects

Projects 50+
Workforce
Workforce 30

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.

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Node.js
Practice
Practice 10 years
Workforce
Workforce 100

ScienceSoft delivers cloud-native, real-time web and mobile apps, web servers, and custom APIs ~1.5–2x faster than other software developers.

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PHP
Practice
Practice 16 years

Projects

Projects 170
Workforce
Workforce 55

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.

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Golang
Practice
Practice 4 years

ScienceSoft's developers use Go to build robust cloud-native, microservices-based applications that leverage advanced techs — IoT, big data, AI, ML, blockchain.

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Front end

Angular JS
Practice
Practice 13 years
Workforce
Workforce 100+

ScienceSoft leverages code reusability Angular is notable for to create large-scale apps. We chose Angular for a banking app with 3M+ users.

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React JS
Workforce
Workforce 80+

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.

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Mobile

iOS
Practice
Practice 16 years

Projects

Projects 150+
Workforce
Workforce 50+

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.

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Android
Practice
Practice 14 years

Projects

Projects 200+
Workforce
Workforce 50+

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.

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Xamarin
Practice
Practice 11 years

Projects

Projects 85+
Workforce
Workforce 10+

ScienceSoft cuts the cost of mobile projects twice by building functional and user-friendly cross-platform apps with Xamarin.

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React Native
Practice
Practice 8 years

Projects

Projects 300+

ScienceSoft reduces up to 50% of project costs and time by creating cross-platform apps that run smoothly on web, Android and iOS.

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Databases / data storages

Actions Speak Louder Than Words: Discover Our IT Support Featured Projects

L2, L3 Support of a Marketing Campaign Management Solution

L2, L3 Support of a Marketing Campaign Management Solution

ScienceSoft provided one of the largest global advertising agencies with 24/7 L2-L3 support of its web-based solution for marketing campaign management. As a result of our cooperation, the number of user support requests decreased by 36%, and the user satisfaction rate reached 97%.

L1-L3 Knowledge Management Software Support for a Multinational Corporation

L1-L3 Knowledge Management Software Support for a Multinational Corporation

For 10+ years, ScienceSoft delivers L1-L3 support to the end users of a knowledge management system developed by an international healthcare-related corporation. ScienceSoft provides prompt troubleshooting, regular updates, and customizes the product. As a result, the end user satisfaction rate increased from 92 to 98%.

Managed IT Support for a Biotechnology Corporation

Managed IT Support for a Biotechnology Corporation

ScienceSoft provided support of Apache NiFi, a big data processing tool, for a 10,000-employee biotech corporation. We dealt with a large backlog of configuration tasks, fixed bugs in the code, and performed a transition from Apache NiFi to Apache Airflow. As a result, the entire big data ecosystem works up to 10x faster than before. With the enhancements introduced by our data engineers, the system’s stability and the percentage of successfully processed data increased from 50% to 99%.

IT Infrastructure Support for a Private Diversified Business

IT Infrastructure Support for a Private Diversified Business

ScienceSoft provides complex L2-L3 IT infrastructure support to a commercial and residential real estate developer. Our task is to ensure the infrastructure’s flawless performance by resolving network issues, preventing outages, monitoring and troubleshooting security and data storage issues.

Structured Data Capture Application Support for a Software Company

Structured Data Capture Application Support for a Software Company

For 2+ years, ScienceSoft provides app monitoring and L1-L3 support for a provider of environmental health, safety, and enterprise quality management solutions. ScienceSoft maintains the app’s operability, implements enhancements, and involves developers to solve issues on the code level.

How We Deliver Reliable IT Support

Step 1

Discovery stage

Step 2

SLA negotiation

Step 3

Transition stage

Step 4

Service delivery

What You Gain with IT Support by ScienceSoft

  • Up to -50%

    support costs

  • Up to -10%

    app issues

  • 99.96-99.99%

    app availability

  • >96%

    user satisfaction score

Keep Your Users Happy and IT Processes Uninterrupted

Understanding all ins and outs of IT service management, ScienceSoft is ready to take care of user, application, and IT infrastructure support for your organization.