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.
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 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.
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.

Tools and Technologies We Work With
Ticketing systems
Practice
12 years
A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.
Platforms
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.
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.
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.
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.
Practice
12 years
A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.
Practice
7 years
ScienceSoft sets up Power BI to process data from any source and report on data findings in a user-friendly format.
Back-end programming languages
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.
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.
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.
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.
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.
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.
Front-end programming languages
Languages
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.
JavaScript frameworks
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.
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.
By using a lightweight Vue framework, ScienceSoft creates high-performant apps with real-time rendering.
Mobile
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.
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.
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.
ScienceSoft uses Cordova to create cross-platform apps and avoid high project costs that may come with native mobile development.
ScienceSoft takes the best from native mobile and web apps and creates the ultimate user experience in PWA.
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.
Databases / data storages
SQL
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.
We’ve implemented MySQL for Viber, an instant messenger with 1B+ users, and an award-winning remote patient monitoring software.
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.
NoSQL
Our Apache Cassandra consultants helped a leading Internet of Vehicles company enhance their big data solution that analyzes IoT data from 600,000 vehicles.
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.
We use HBase if your database should scale to billions of rows and millions of columns while maintaining constant write and read performance.
Cloud databases, warehouses and storage
AWS
We use Amazon Redshift to build cost-effective data warehouses that easily handle complex queries and large amounts of data.
We use Amazon DynamoDB as a NoSQL database service for solutions that require low latency, high scalability and always available data.
Azure
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.
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.
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
All about IT Support
Services