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IT Help Desk Services

IT help desk services by ScienceSoft are backed with 16-year experience and include responsive support (L1, L2, L3), as well as preventive infrastructure monitoring and maintenance, according to customers’ needs.

IT Help Desk Services - ScienceSoft
IT Help Desk Services - ScienceSoft

Why Choose ScienceSoft

  • 16 years of experience in help desk services.
  • 33 years of extensive experience in IT.
  • Microsoft Partner, AWS Select Services Partner.
  • 750+ IT professionals on board.
  • IT team holding a range of certificates, among which are AWS Certified Solution Architect, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), AWS Certified SysOps Administrator (SOA).
  • Established ISO 9001-confirmed quality management system based on quality-dedicated people and mature processes at the company and project levels.
  • Guaranteed safety of the customers’ data we access proved by ISO 27001-certified fault-proof security management system.

Help Desk Services by ScienceSoft

IT help desk support services aim at resolving and preventing IT-related issues encountered by company’s employees or customers and ensuring the overall stability of the IT infrastructure.

Help desk consulting

We provide full-fledged advisory help. We start from conducting a feasibility study. Then we advise you on a sourcing model, help desk team lineup, and cost breakdown. You also get recommendations on the best-suited help desk toolkit.

We follow ITIL standards to effectively resolve common (L1 help desk) and technical issues (L2, L3 help desk), enhancing end users' experience and productivity.

We also provide white-label help desk services when issues are resolved under a customer's trademark.

Customer service desk

We establish a single point of contact for customers to increase their satisfaction with your product/service.

By bringing in coordinated case management, rich self-support opportunities, and multi-channel communication, we can effectively and quickly resolve thousands of tickets a day.

 

We provide 24/7/365 infrastructure monitoring and L2, L3 tech support to efficiently and quickly handle your IT infrastructure issues, as well as prevent defects.

We ensure quick and cost-effective incident resolution and proactive problem management that relies upon the issues' root cause analysis and continuous monitoring of your IT infrastructure.

We are ready to take over the entire help desk function, from establishing the process and handling L1-L3 issues to continuous help desk monitoring and improvement.

Our Selected Help Desk Projects

What Our Customers Say

View all customer reviews

Let's Discuss Your Needs! 

Let's talk

Our Help Desk Support Process

Every ticket incoming to our IT help desk progresses as follows:

1

Creation

2

Processing

3

Resolution and escalation

4

User notification

What IT Components We Cover

We ensure the stability of your IT infrastructure or its components:

  • On-premises data centers.
  • Desktops, laptops, mobile devices, Windows, MAC, and Linux operating systems.
  • Cloud services (IaaS, PaaS, SaaS).
  • Development infrastructures (CI/CD, development, and testing environments).
  • Network and cybersecurity (SIEM, IAM, firewalls, etc.).
  • Data storage: databases, data warehouses, data lakes.
  • Customer-facing software: applications, websites, web portals.

IT components we cover

Our IT Help Desk Support Channels

Self-service portals

Case-tracking systems

Email

Video chat

Chatbot

Social media

Instant messaging

Voice calls

What You Get with IT Help Desk Best Practices We Follow

Scalable IT service desk

  • L1. User support team resolves basic user-side issues.
  • L2. Technical support handles complex tech problems and basic infrastructure requests and issues.
  • L3. Team of engineers tackles complex infrastructure issues and requests and resolves app issues via code modifications.

Thought-out user guidance

  • A self-service knowledge base.
  • FAQs.
  • User manuals.

Improved customers’ satisfaction and user adoption

  • Surveys and assessment results.
  • Action points.

Transparent reporting

  • Regular service level reports.
  • Reports of incidents with root cause analysis.

KPIs to Keep the Help Desk in Good Health

Below are the fundamental KPIs we track during our help desk engagements.

First response time (FRT),

i.e., the time it takes for a support agent to respond to a user request.

FRT to strive for: 30 min (for emails), ≤40 sec (for calls).

User satisfaction rate (USAT)

USAT to strive for: ≥90%.

Resolution rate (RR)

i.e., the ratio of resolved tickets to the total number of tickets received within a specific period.

RR to strive for: ≥70%.

Still, the SLA can cover the tracking of other metrics, including the average time to resolution, call abandonment rate, mean time to engineer.

The Financial Times Includes ScienceSoft USA Corporation in the List of the Americas’ Fastest-Growing Companies 2023

For the second year in a row, ScienceSoft USA Corporation ranks among 500 American companies with the highest revenue growth. This achievement is the result of our unfailing commitment to provide high-quality IT services and create best-value solutions that meet and even exceed our clients’ expectations.

Answering Frequent Questions about Help Desk Services

How can we check the quality of your services?

We are ready for test tasks, and you can take a trial service period to see our workflows. If you want us to work as a white-label help desk provider, you can evaluate how ticketing apps and visuals will be adapted to your brand format.

How can we be sure that IT help desk support will entail reduced infrastructure costs?

Before service provisioning, we will assess your IT infrastructure and processes to find the potential for improvements, and then we will juxtapose your current TCOs of interest versus the anticipated TCOs with our services engaged.

How can I guarantee unexpected support termination from an IT help desk company?

To protect our clients from this, we include substantial transition periods in our contracts that exclude sudden support wind-ups. Also, our support contracts with customers last for several years—10 years in some cases.

We have clients from different regions of the world. Will your help desk services be able to cover a wide range of time zones?

ScienceSoft provides IT help desk services 24/7 to cover all time zones (North and South America, Europe, the Gulf, Asia, Australia, and Oceania).

Tools and Technologies We Work With

Languages Our Help Desk Teams Speak

  • English
  • Spanish
  • German
  • French

 

  • Polish
  • Czech
  • Turkish
  • and more

How We Remedy Your IT Pains

Issue target Issue target Target arrow

ISSUE

FIXED

High costs for in-house IT help desk team

IT help desk services provided by experienced L1, L2, L3 support engineers on a subscription or a fixed-price basis

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ISSUE

FIXED

Inability to handle the varying demand for IT support

Scalability of IT support due to a large pool of support engineers on board and highly automated processes

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ISSUE

FIXED

Frequent IT incidents

Well-described operational procedures

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ISSUE

FIXED

Low customer/employee satisfaction

Mature processes for issue resolution + CSAT improvement plan based on user surveys and assessments

Why Going for IT Help Desk Services Is a Good Bargain

  • 40-70%

    fewer user errors

  • 96.6%

    User Satisfaction Score

  • 40%

    help desk cost reduction

  • 3-5x

    fewer help requests from users

  • 50-200%

    faster root cause detection

  • 20-50%

    increased ROI from applications

Help Desk Manager at ScienceSoft

The numbers we achieve are not fortuitous. They result from our tailored approach to the combination of features at every help desk. The projects I manage show that the real boosters of help desk performance are multi-channel support, a self-service portal, automated ticket routing, and a solid knowledge base.