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.
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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
To alleviate some of the burden on our inhouse engineers, we sought out a professional team of Tier 1 support staff with a technical background. We partnered with ScienceSoft, and it turned out to be an excellent match. Within just two weeks, their support agents seamlessly integrated into our processes and became an invaluable asset to our team. Thanks to their assistance, we can now process any Tier 1 issue within 15 minutes.
ScienceSoft has proven to be a great partner and a much-needed addition to our IT support team. They got on board with our processes in no time and maintained consistently high user satisfaction ever since. After two years, we know for sure they’re reliable and committed specialists. They stick to SLAs, provide competent support, and make sure incidents are resolved or escalated as soon as possible.
We went with ScienceSoft as our help desk partner and didn’t regret it. ScienceSoft’s team demonstrates high technical competence, a proactive and responsible approach to IT support services, and full compliance with HVG’s SLA. After a year of working together, we requested a ticket package twice as large as the initial one, and now they reliably handle Tier 1 support for many of our clients.
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Our Help Desk Support Process
Every ticket incoming to our IT help desk progresses as follows:
1
Creation
A user reports an issue via one of our support channels (email, phone, etc.), and the corresponding ticket is created automatically or by a support agent.
2
Processing
The ticket is categorized according to the issue type and urgency and assigned to the appropriate support engineer. Usually, this step is automated for L1 tickets and performed manually for L2–L3 tickets due to their complexity.
3
Resolution and escalation
The assigned support agent resolves the ticket or escalates it to the next level (if the issue requires more in-depth expertise).
4
User notification
The user is notified about their ticket's changed status and resolution.
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.
Our IT Help Desk Support Channels
User self-service portals
Service desk software
Phone
Instant messaging
Social media
What You Get with IT Help Desk Best Practices We Follow
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.
ScienceSoft USA Corporation Is a 3-Year Champion in the Financial Times Rating
Three years in a row (2022–2024), the Financial Times has included ScienceSoft USA Corporation in the list of 500 fastest-growing American companies. This is the result of our dedication to driving project success despite any constraints and disruptions.
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?
As a responsible help desk service provider, we 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
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
See how we nail it
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
See how we nail it
ISSUE
FIXED
Frequent IT incidents
Well-described operational procedures
See how we nail it
ISSUE
FIXED
Low customer/employee satisfaction
Mature processes for issue resolution + CSAT improvement plan based on user surveys and assessments
See how we nail it
Why Going for IT Help Desk Services Is a Good Bargain
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.
