Help Desk Outsourcing Services
Equip Your Org with Effective Support
ScienceSoft will take care of user, software, and IT infrastructure support letting you get the maximum value from your digital environment and shift your focus to strategic goals.
Help desk outsourcing is a service where a provider handles the resolution of both user issues (L1) and technical issues (L2, L3) related to IT infrastructure and applications. This approach can help organizations avoid staffing problems, improve user satisfaction, and reduce support costs.
In help desk services since 2007, ScienceSoft provides mature and effective L1–L3 support on a 24/7 basis to cover all time zones from North America and Europe to Australia and New Zealand.
Select Your Case
For product companies and enterprises
Don’t exhaust yourself with the painful issues your software or IT infrastructure may bring.
For MSPs
Entrust your help desk tasks to a reliable provider with 33 years of experience in IT.
Why Choose ScienceSoft
- 16 years of experience in IT help desk services.
- 34 years of entire experience in IT.
- 700+ IT specialists on board.
- Included in the 2022 IAOP Global Outsourcing 100 list as one of the world’s best outsourcing service providers and advisors.
- Predictable results and expected service quality due to our ISO 9001-proved quality management system built upon mature company-level policies, motivated people and transparent service delivery.
- ISO 27001-certified fault-proof security management system to ensure safety of your data we access.
IT Help Desk Support Levels We Offer
To get the most of outsourced IT support, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle.
Our help desk specialists answer questions about software and infrastructure usage, provide instructions to solve usage issues and minor problems, such as restoring access when users forget their passwords, and create user guides, FAQs, and support articles.
We help to resolve the issues of software and network configuration, software and hardware interoperability, perform log investigation to identify root causes of problems (e.g., server overload) and fix them if enhancements at the code level are not needed. We are also ready to offer combined L1/L2 support to speed up ticket processing.
As an option, we offer L3 support. It includes tackling complex issues on the code level. We involve software engineers who can assist with fixing defects uncovered by L1 and L2 agents.
Our IT Help Desk Communication Channels
Customer portal
Case-tracking system
Phone
Instant messaging
Social networks
Languages Our Help Desk Teams Speak
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Thorough IT background
With the profound experience in software development, QA, IT infrastructure services and more, we establish and run proactive and prompt IT infrastructure and software support.
Effective collaboration
Based on dozens of successful help desk projects we’ve had, we know how to establish collaboration between help desk specialists and developers, admins, the QA team, and other in-house and external professionals.
Flexibility
We adjust to our customers’ diverse and changing requirements for the size and skills of a help desk team, time coverage, pricing models, and communication channels.
Focus on quality
We offer mature help desk services and continuously improve their quality by knowledge accumulation and transfer, investing in relevant training of help desk agents, making process changes to enhance help desk KPIs, and more.
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 We Use in Our Help Desk Services
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.
Web
Back end
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
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.
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.
Main KPIs
- First response time (FRT) measures the period between when a customer submits a ticket and a customer support agent provides an initial response.
- Customer Satisfaction Score (CSAT) is usually based on short surveys that users fill out.
- Resolution Rate (RR) shows the percentage of issues resolved by support agents from the number of total tickets received.
Examples of optional KPIs
- Average time to resolution tracks how long customers have to wait for service agents to resolve their tickets.
- Abandonment rate for calls measures percentage of non-answered calls within the specified timing.
- Critical management requires to ensure that a critical case will be escalated to an appropriate person/department.
The final set of KPIs is agreed with each customer.
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Improving solution adoption: your product end users are provided with prompt and comprehensive answers to their questions on software usage, which helps them to uncover and realize the full potential of the solution. |
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Increasing end user satisfaction levels: software issues that your clients or employees face are solved as quickly as possible, which makes your clients and employees more loyal to your software products and company. |
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Eliminating staff issues: since you don’t have to hire, onboard and train help desk specialists in your internal team, you avoid unwanted investments and commitments to save time and money for the more relevant business needs. |
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Service desk outsourcing: we can do more than just setting up an efficient incident management process. We know how to provide high-quality services to end users and handle user communication, e.g., announcing planned changes to IT infrastructure components. |
What You Get when Outsourcing IT Help Desk to Us
- Regular service level reports.
- Incident reports with root cause analysis.
- Knowledge base articles on various types of typical help desk requests.
- User guides and FAQ.
- Help desk assessments based on user surveys.
Cost Factors of Help Desk Outsourcing
The price of outsourced help desk services depends on various factors, such as:
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