Managed Help Desk Services
Unmatched Support with Dedicated Experts
With 16-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 750+ 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 basic issues related to using apps or IT infrastructure (e.g., creating or deleting user accounts, giving access rights according to the company’s policies , installing and configuring user apps).
To handle complex technical problems and common infrastructure issues and requests like software and network configurations, email delivery errors, MFA management, server infrastructure monitoring, etc.
To address app problems on the code level, advanced infrastructure issues and requests (e.g., code changes due to app evolution, server architecture design, CI/CD implementation, desktop virtualization).
Our Selected 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.
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.
Director of Data Management
We hired ScienceSoft to provide support for our client during non-business hours and didn't regret the decision. ScienceSoft has been a valuable asset for our in-house IT team. Their agents have demonstrated a remarkable ability to handle tasks swiftly and always maintain excellent availability and responsiveness.
Chief Information Officer
I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several projects and provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.
Dot It Restaurant Fulfillment
ScienceSoft has been vital to our company’s growth in ecommerce over the last 3 years. We rely on the team for a variety of Magento support tasks, and they always deal with our problems fast. This really helps us move on with our business, and no technicality holds it back. They are a very versatile company in terms of the number of services they provide.
Languages our help desk team speaks:
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
in help desk services
in IT industry and software development
IT professionals on board
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, Salesforce, Oracle.
- Experience in 30+ industries, including healthcare, retail, manufacturing, BFSI, telecoms, and more.
- For the second straight year, ScienceSoft USA Corporation is listed among The Americas’ Fastest-Growing Companies by the Financial Times.
Discover Our Help Desk Service Options
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.
Analyzing your help desk needs (e.g., user types, the expected volume of requests, infrastructure specifics).
Designing the SLA together with the customer.
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.
Setting up communication channels and a ticketing system.
Creating a knowledge base (FAQs, user guides, and articles for self-support).
Analyzing the help desk process efficiency using KPIs (first response time, issue resolution rate, user satisfaction score, etc.) and continuously improving the service.
Monitoring the IT infrastructure and applications, ensuring their proper maintenance, proactive and preventive support.
Pricing Models for Managed Help Desk Services
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.
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.
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.
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.
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