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.

Outsourced Help Desk Services - ScienceSoft
Outsourced Help Desk Services - ScienceSoft

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.

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For product companies and enterprises

Don’t exhaust yourself with the painful issues your software or IT infrastructure may bring.

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For MSPs

Entrust your help desk tasks to a reliable provider with 33 years of experience in IT.

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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.

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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.

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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.

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What Our Customers Say

Our IT Help Desk Communication Channels

Customer portal

Case-tracking system

Email

Phone

Instant messaging

Social networks

Languages Our Help Desk Teams Speak

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

ScienceSoft's help desk teams - languages we speak

What Makes Our IT Help Desk Services Reliable

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

ServiceNow

Practice

12 years

A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.

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Platforms

Microsoft Dynamics 365

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.

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Salesforce

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.

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Adobe Commerce

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.

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SharePoint

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.

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ServiceNow

Practice

12 years

A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.

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Power BI

Practice

7 years

ScienceSoft sets up Power BI to process data from any source and report on data findings in a user-friendly format.

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SAP SE

SAP products are powerful and intricate. ScienceSoft will help you understand and realize the full value they can offer to your business.

Monitoring tools

Remote collaboration

Connection

Communication

DevOps

Containerization

Automation

CI/CD tools

Web

Back end

Microsoft .NET

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.

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Java

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.

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Python

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.

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Node.js

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.

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PHP

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.

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Golang

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.

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Front end

JavaScript

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.

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Angular JS

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.

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React JS

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.

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MeteorJS

ScienceSoft uses Meteor for rapid full-stack development of web, mobile and desktop apps.

Vue.js

By using a lightweight Vue framework, ScienceSoft creates high-performant apps with real-time rendering.

Ember.js

When working with Ember.js, ScienceSoft creates reusable components to speed up development and avoid code redundancy.

Next.js

With Next.js, ScienceSoft creates SEO-friendly apps and achieves the fastest performance for apps with decoupled architecture.

Mobile

iOS

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.

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Android

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.

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Xamarin

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.

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Apache Cordova

ScienceSoft uses Cordova to create cross-platform apps and avoid high project costs that may come with native mobile development.

Progressive Web Apps

ScienceSoft takes the best from native mobile and web apps and creates the ultimate user experience in PWA.

React Native

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.

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Flutter

ScienceSoft will save you from double or even triple expenses associated with platform-specific coding by creating cross-platform apps in Flutter.

Ionic

With Ionic, ScienceSoft creates a single app codebase for web and mobile platforms and thus expands the audience of created apps to billions of users at the best cost.

Databases / data storages

SQL

Microsoft SQL Server

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.

MySQL

We’ve implemented MySQL for Viber, an instant messenger with 1B+ users, and an award-winning remote patient monitoring software.

Azure SQL Database

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.

Oracle

ScienceSoft's team has implemented Oracle for software products used by GSK and AstraZeneca. We’ve also delivered Oracle-based SCM platform for Auchan, a retail chain with 1,700 stores.

PostgreSQL

ScienceSoft has used PostgreSQL in an IoT fleet management solution that supports 2,000+ customers with 26,500+ IoT devices. We’ve also helped a fintech startup promptly launch a top-flight BNPL product based on PostgreSQL.

NoSQL

Apache Cassandra

Our Apache Cassandra consultants helped a leading Internet of Vehicles company enhance their big data solution that analyzes IoT data from 600,000 vehicles.

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Apache Hive

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.

Apache HBase

We use HBase if your database should scale to billions of rows and millions of columns while maintaining constant write and read performance.

Apache NiFi

With ScienceSoft’s managed IT support for Apache NiFi, an American biotechnology corporation got 10x faster big data processing, and its software stability increased from 50% to 99%.

MongoDB

ScienceSoft used MongoDB-based warehouse for an IoT solution that processed 30K+ events/per second from 1M devices. We’ve also delivered MongoDB-based operations management software for a pharma manufacturer.

How We Arrange Our IT Help Desk Services

1. Analysis of your request

Details

We analyze your request for support services, identify user roles and their access levels and estimate the number and urgency of incoming requests. This will help us size up the efforts required for your project.

2. Service planning and SLA preparation

Details

We discuss with you the details of our cooperation and prepare the service level agreement (SLA) accordingly. Depending on a particular case, this document normally includes:

  • The description of the support service package and the estimated budget.
  • Support hours (for example, 24/7 or 12/5 servicing) and languages of communication.
  • The support team’s size and expertise, levels of support provided, contact channels and the type of the ticketing system used.
  • Definitions of incident priorities.
  • Incident response time depending on its priority.
  • A reporting schedule and the data that reports should contain.

To ensure that the chosen scope of our services corresponds to your business needs and expectations, we offer a three-month trial period and can introduce the changes to SLA, if needed.

3. Knowledge and responsibility transfer

Details

We study software documentation, conduct interviews with your company representatives and analyze software functionality. This helps us to understand how software is designed and how it is expected to behave. Then, we prepare the needed documentation and instructions for our team.

When knowledge transfer is completed, we set up a support handover meeting to transfer responsibility from your development or another support team to our help desk specialists.

4. Service delivery

Details
  • Processing requests according to SLA: we receive, assess, prioritize, and handle incidents. We regularly update users about the status of their current tickets to keep them informed. Besides incidents, we solve problems that cause multiple similar incidents to occur. This allows for preventing software failures.
  • Analyzing results and delivering monthly reports: we provide you with the reports containing the statistics on incidents in the agreed format.
  • Gathering user feedback: we collect users’ feedback about software, gather change requests and thus supply get the info that prompts at how to modify software according to user needs.
  • Creating the knowledge base: on the basis of the encountered and solved cases, our team prepares FAQs, articles and other materials that can help software users to solve similar incidents. This significantly decreases the number of incoming tickets and reduces incident resolution time.
  • Conducting proactive support: monitoring your software and detecting abnormalities in its performance, we identify potential issues and address them even before service tickets come.
  • Offering process improvements: using KPIs, we analyze the performance of our help desk team and define possible improvements in help desk operations. After prioritizing these ideas based on potential business results, we discuss them with you and implement the approved improvement ideas.

KPIs to Measure IT Help Desk Efficiency

ScienceSoft offers a possible set of KPIs to measure the effectiveness of the provided support services.

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.

Value Our IT Help Desk Services Bring

Having cooperated with a wide range of customers, we know how to bring value to every business by:

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.

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.

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.

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:

  • Pricing model (per ticket, bucket of hours).
  • Number of tickets.
  • Help desk levels (L1, L1/L2, L3).
  • SLA terms (e.g., response time, first contact resolution).
  • Time coverage (e.g., 8/5, 12/5, 24/5, 24/7).
  • Help desk team’s size and competencies.
  • The team member’s actual workload, e.g., 5 FTE (168h*5), 1 FTE (168h), 0.25 FTE (40h).

How Much Will Outsourced Help Desk Cost You?

A price depends on the support level, time coverage and the expected number of requests per month. Our team is ready to provide an estimate upon your request.