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.
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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
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
Who We Are in Numbers
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.
Reliable Tools We Work With
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.
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.
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.
1
Analyzing your help desk needs (e.g., user types, the expected volume of requests, infrastructure specifics).
2
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).
6
Creating a knowledge base (FAQs, user guides, and articles for self-support).
7
Analyzing the help desk process efficiency using KPIs (first response time, issue resolution rate, user satisfaction score, etc.) and continuously improving the service.
8
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.
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.
Leverage the Benefits of Managed Help Desk with ScienceSoft
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5% increased user productivity |
40-70% fewer user errors |
>96% user satisfaction rate |
40% reduced help desk expenses |
