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

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

Help desk consulting

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

We are eager to efficiently and promptly resolve users’ issues (L1 help desk) and technical issues (L2, L3 help desk) of IT infrastructure or its parts.

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 your product/service consumers.

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

We provide 24/7 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, handling L1-L3 issues to continuous help desk monitoring and improvement.

  • 16 years of experience in help desk services.
  • 34 years of entire experience in IT.
  • Microsoft Partner, AWS Select Services Partner.
  • 700+ 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.

What Our Customers Say

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 environment).
  • 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

Scalable IT service desk

  • L1. User support team to solve usage issues and minor problems and escalate more complex issues.
  • L2. Technical support to resolve incidents by means of configuring, account administration, service restarts, etc.
  • L3. Team of engineers that tackles issues on the code and database level and introduces hot fixes.

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.

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

Tools and Technologies We Work With

Ticketing systems

ServiceNow

Practice

12 years

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

Find out more

Monitoring tools

Platforms

Microsoft Dynamics 365

Practice

14 years

Projects

25+

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.

Find out more
Salesforce

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.

Find out more
Adobe Commerce

Practice

11 years

Projects

20+

Workforce

10+

A certified Adobe Solution Partner, ScienceSoft builds on robust functionality of Adobe Commerce to create highly automated and scalable ecommerce solutions.

Find out more
SharePoint

Practice

15 years

Projects

100+

Workforce

20+

Solid expertise in SharePoint services has earned ScienceSoft a place in Clutch’s list of Top SharePoint Developers in 2023.

Find out more
ServiceNow

Practice

12 years

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

Find out more
Power BI

Practice

7 years

ScienceSoft sets up Power BI to process data from any source and report on data findings in a user-friendly format.

Find out more
SAP SE

SAP products are powerful and intricate. ScienceSoft will help you understand and realize the full value they can offer to your business.

Remote collaboration

Connection

Communication

DevOps

Containerization

Automation

CI/CD tools

Monitoring

Back-end programming languages

Microsoft .NET

Practice

19 years

Projects

200+

Workforce

60+

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

Find out more
Java

Practice

25 years

Projects

110+

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.

Find out more
Python

Practice

10 years

Projects

50+

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.

Find out more
Node.js

Practice

10 years

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.

Find out more
PHP

Practice

16 years

Projects

170

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.

Find out more
Golang

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.

Find out more

Front-end programming languages

Languages

JavaScript

Practice

21 years

Projects

2,200+

Workforce

50+

ScienceSoft uses JavaScript’s versatile ecosystem of frameworks to create dynamic and interactive user experience in web and mobile apps.

Find out more

JavaScript frameworks

Angular JS

Practice

13 years

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.

Find out more
React JS

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.

Find out more
MeteorJS

ScienceSoft uses Meteor for rapid full-stack development of web, mobile and desktop apps.

Vue.js

By using a lightweight Vue framework, ScienceSoft creates high-performant apps with real-time rendering.

Next.js

With Next.js, ScienceSoft creates SEO-friendly apps and achieves the fastest performance for apps with decoupled architecture.

Ember.js

When working with Ember.js, ScienceSoft creates reusable components to speed up development and avoid code redundancy.

Mobile

iOS

Practice

16 years

Projects

150+

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.

Find out more
Android

Practice

14 years

Projects

200+

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.

Find out more
Xamarin

Practice

11 years

Projects

85+

Workforce

10+

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

Find out more
Apache Cordova

ScienceSoft uses Cordova to create cross-platform apps and avoid high project costs that may come with native mobile development.

Progressive Web Apps

ScienceSoft takes the best from native mobile and web apps and creates the ultimate user experience in PWA.

React Native

Practice

8 years

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.

Find out more
Flutter

ScienceSoft will save you from double or even triple expenses associated with platform-specific coding by creating cross-platform apps in Flutter.

Ionic

With Ionic, ScienceSoft creates a single app codebase for web and mobile platforms and thus expands the audience of created apps to billions of users at the best cost.

Databases / data storages

SQL

Microsoft SQL Server

Our Microsoft SQL Server-based projects include a BI solution for 200 healthcare centers, the world’s largest PLM software, and an automated underwriting system for the global commercial insurance carrier.

MySQL

We’ve implemented MySQL for Viber, an instant messenger with 1B+ users, and an award-winning remote patient monitoring software.

Azure SQL Database

Azure SQL Database is great for handling large volumes of data and varying database traffic: it easily scales up and down without any downtime or disruption to the applications. It also offers automatic backups and point-in-time recoveries to protect databases from accidental corruption or deletion.

Oracle

ScienceSoft's team has implemented Oracle for software products used by GSK and AstraZeneca. We’ve also delivered Oracle-based SCM platform for Auchan, a retail chain with 1,700 stores.

PostgreSQL

ScienceSoft has used PostgreSQL in an IoT fleet management solution that supports 2,000+ customers with 26,500+ IoT devices. We’ve also helped a fintech startup promptly launch a top-flight BNPL product based on PostgreSQL.

NoSQL

Apache Cassandra

Our Apache Cassandra consultants helped a leading Internet of Vehicles company enhance their big data solution that analyzes IoT data from 600,000 vehicles.

Find out more
Apache Hive

ScienceSoft has helped one of the top market research companies migrate its big data solution for advertising channel analysis to Apache Hive. Together with other improvements, this led tо 100x faster data processing.

Apache HBase

We use HBase if your database should scale to billions of rows and millions of columns while maintaining constant write and read performance.

Apache NiFi

With ScienceSoft’s managed IT support for Apache NiFi, an American biotechnology corporation got 10x faster big data processing, and its software stability increased from 50% to 99%.

MongoDB

ScienceSoft used MongoDB-based warehouse for an IoT solution that processed 30K+ events/per second from 1M devices. We’ve also delivered MongoDB-based operations management software for a pharma manufacturer.

Cloud databases, warehouses and storage

AWS

Amazon Redshift

We use Amazon Redshift to build cost-effective data warehouses that easily handle complex queries and large amounts of data.

Find out more
Amazon DynamoDB

We use Amazon DynamoDB as a NoSQL database service for solutions that require low latency, high scalability and always available data.

Find out more

Azure

Azure Cosmos DB

We leverage Azure Cosmos DB to implement a multi-model, globally distributed, elastic NoSQL database on the cloud. Our team used Cosmos DB in a connected car solution for one of the world’s technology leaders.

Find out more
Azure SQL Database

Azure SQL Database is great for handling large volumes of data and varying database traffic: it easily scales up and down without any downtime or disruption to the applications. It also offers automatic backups and point-in-time recoveries to protect databases from accidental corruption or deletion.

Google Cloud Platform

Google Cloud Datastore

We use Google Cloud Datastore to set up a highly scalable and cost-effective solution for storing and managing NoSQL data structures. This database can be easily integrated with other Google Cloud services (BigQuery, Kubernetes, and many more).

Languages Our Help Desk Teams Speak

  • English
  • Spanish
  • German
  • French

 

  • Polish
  • Czech
  • Turkish
  • and more

Our Selected Help Desk Projects

IT Infrastructure Support for a Private Diversified Business

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.

Knowledge Management Software Support for a US Corporation

Knowledge Management Software Support for a US Corporation

ScienceSoft adapted its automated IT support workflows to the Customer’s internal processes and ensured quick incident resolution and updates which resulted in high CSAT.

Cloud Infrastructure Maintenance and Support for a European SaaS Provider

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.

Data Capture Application Support for a UK Software Company

Data Capture Application Support for a UK Software Company

ScienceSoft carried out NOC monitoring and multi-tier support (L1, L2, L3) for the Customer’s solution and customized it to the customer’s needs.

L2, L3 Support of A Marketing Campaign Management Solution

L2, L3 Support of a Marketing Campaign Management Solution

ScienceSoft rendered L2 and L3 support of software under ongoing development to keep it stable and promptly introduce new system components.

Remote IT Support for a US Telecommunications Services Provider

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.

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

Issue target Issue target Target arrow

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

Issue target Issue target Target arrow

ISSUE

FIXED

Frequent IT incidents

Well-described operational procedures

Issue target Issue target Target arrow

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