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Managed Help Desk Services

Unmatched Support with Dedicated Experts

With 15-year experience in help desk services, ScienceSoft is ready to set up a reliable IT support system and take full charge of your help desk processes.

Managed Help Desk Services - ScienceSoft
Managed Help Desk Services - ScienceSoft

Managed IT help desk services are meant to cover the full scope of user support activities: by hiring one reliable vendor, you outsource your entire help desk function — from creating the processes and building a team to continuous monitoring and improvement of the help desk effectiveness.

With a pool of 700+ IT professionals on board, ScienceSoft is ready to build a robust help desk system to ensure solid support of your IT infrastructure, enterprise applications, or software products.

IT components we take charge of

ScienceSoft’s managed help desk services cover a broad scope of IT components:

  • 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).

The Scope of IT Help Desk Services by ScienceSoft

Help desk support levels

To deal with minor issues related to use of apps or IT infrastructure (e.g., giving access rights, instructing on proper software usage) and escalate more complex issues to a higher-tier support team.

To handle technical problems like software and network configurations, software and hardware interoperability, etc.

To address issues at database, network server, infrastructure, and code levels.


Languages our help desk team speaks:

  • English
  • Spanish
  • German
  • French
  • Polish
  • Czech
  • Turkish
  • and more

ScienceSoft's help desk teams - languages we speak

Communication channels

User portals

Ticketing systems



Instant messaging

Social networks

Get Efficient Help Desk for Your Business with ScienceSoft

First response time for calls is within 40 seconds for 90% of calls

First response time for help desk email tickets is 30 minutes

Time coverage adjusted to your business hours: 24/7, 12/7, 12/5, 8/5

Who We Are in Numbers

  • 15 years

    in help desk services

  • 33 years

    in IT industry and software development

  • 700+

    IT professionals on board

  • 1,200+

    satisfied customers across the world

Trusted By Global Leaders

Why Entrust Your Help Desk to ScienceSoft

  • An ISO 27001-certified vendor, we guarantee the security of the data we access.
  • A mature quality management system is confirmed by ISO 9001 certification.
  • Flexible pricing options: fixed price, monthly subscription fee (for an agreed number of tickets or supports hours), or a combination of the two.
  • Partnerships with Microsoft, AWS, ServiceNow, IBM, Salesforce, Oracle.
  • Experience in 30+ industries, including healthcare, retail, manufacturing, BFSI, telecoms, and more.
  • ScienceSoft USA Corporation is listed among The Americas’ Fastest-Growing Companies 2022 by Financial Times.

Reliable Tools We Work With

Ticketing systems

Help desk automation platforms

Dynamics 365 Customer Service
Salesforce Service Cloud
ServiceNow CSM platform
Zendesk Support

Monitoring tools

Nagios Core
Elastic Stack

Remote collaboration







Red Hat OpenShift
Apache Mesos


HashiCorp Terraform
HashiCorp Packer

CI/CD tools

Travis CI
GitLab CI/CD
Drone CI



Back end

Front end



Databases / data storages


Microsoft SQL Server
Azure SQL Database


Apache NiFi

Discover Our Help Desk Service Options

A dedicated help desk team

Are you looking to hire a third-party help desk team that would work as a part of your existing IT support system? ScienceSoft is ready to provide you with a self-managed team of professional L1, L2, and L3 engineers.

I need this!

Fully managed help desk

Let our experts handle your entire help desk process! ScienceSoft will take care of everything from composing a powerhouse IT support team to resolving technical issues and continuously improving the help desk effectiveness.

I need this!

How We Manage a Help Desk Process

Below, ScienceSoft’s help desk engineers outline the general process of help desk setup and functioning, although the activities can always be adjusted to the customer’s specific needs.









Monthly package + a per-ticket fee for extra tickets

Best for: L1, L2.

You pay for the fixed amount of tickets at a convenient flat rate at the end of the month. Fees for the extra tickets are charged separately. The price depends on the time coverage option, ticket quantity, and the required support level.

Hourly package

Best for: L3.

You choose a subscription option depending on the necessary number of support hours and pay for the service in advance at a reduced hourly rate.

Combined package

Best for: multi-level support.

To optimize your help desk costs, you can choose a monthly package for L1-L2 support and a separate hourly package for L3 support.

Fixed price

Best for: consulting activities with a defined scope or a ticket management system setup.

We calculate a price based on the full scope of work, and you know upfront how much you will need to pay and when the results will be delivered.

Discover Our Selected Help Desk 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 headquartered in the US 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 requests has decreased by 36% and user satisfaction rate has reached 97%.

L1-L3 Knowledge Management Software Support for a US Corporation

L1-L3 Knowledge Management Software Support for a US Corporation

For over 10 years of fruitful cooperation, ScienceSoft has been delivering L1-L3 support to the end users of a knowledge management system, providing prompt troubleshooting, updating and customizing the product. As a result, end user satisfaction rate reaches 98%.

Managed Help Desk Services for an Ecommerce Application

Managed Help Desk Services for an Ecommerce Application

ScienceSoft’s help desk team provided L1-L2 support to the employees of an online store, helping streamline the adoption of a new solution that integrated a new ecommerce platform with the existing ERP and BI systems. The cooperation with ScienceSoft helped increase user adoption rate and ensure stable work of the online store.

Managed IT Support for a US Biotechnology Corporation

Managed IT Support for a US Biotechnology Corporation

ScienceSoft’s team provided support of Apache NiFi — a data processing tool in a biotechnology company’s big data ecosystem. Apart from handling a large backlog of configuration tasks and fixing bugs in the code, ScienceSoft conducted transition from Apache NiFi to Apache Airflow. As a result, the big data solution works up to 10 times faster than before.

Application Support for a Global Provider of Loyalty and Advertising Solutions

Application Support for a Global Provider of Loyalty and Advertising Solutions

ScienceSoft continuously provides L1, L2, and L3 support of a complex cloud-based solution for loyalty marketing and customized advertising, operating on Adobe Commerce (Magento) and Shopware. With ScienceSoft, the Customer continuously gets effective application support and thus can provide a reliable product to the end users.

Leverage the Benefits of Managed Help Desk with ScienceSoft

5% increased user productivity

40-70% fewer user errors

>96% user satisfaction rate

40% reduced help desk expenses

Want to Set up a Solid Help Desk Once and for All?

Enjoy the benefits of an efficient and transparent help desk process. Leave the rest to ScienceSoft.