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 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).
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.
Languages
Languages our help desk team speaks:
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Communication channels
User portals
Ticketing systems
Phone
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
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
Monitoring tools
Remote collaboration
Connection
Communication
DevOps
Containerization
Automation
CI/CD tools
Clouds
Web
Back end
Front end
Mobile
Databases / data storages
SQL
NoSQL
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.
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.
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Analyzing your help desk needs (e.g., user types, the expected volume of requests, infrastructure specifics).
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Designing the SLA together with the customer.
3
Outlining the help desk process:
- Help desk levels (L1, L2, L3).
- Team composition.
- Standard operating procedures (SOPs).
- Communication channels.
- The chosen ticketing system.
- Issue escalation process.
4
Setting up communication channels and a ticketing system.
5
Providing help desk services according to the SLA (resolving issues on the required support level, escalating if needed, and conducting root cause analysis).
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Creating a knowledge base (FAQs, user guides, and articles for self-support).
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Analyzing the help desk process efficiency using KPIs (first response time, issue resolution rate, user satisfaction score, etc.) and continuously improving the service.
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Monitoring the IT infrastructure and applications, ensuring their proper maintenance, proactive and preventive support.
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
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
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
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
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
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.
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5% increased user productivity |
40-70% fewer user errors |
>96% user satisfaction rate |
40% reduced help desk expenses |
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