Tier 3 Help Desk

Detailed Setup Plan, Key Talents and Major Cost Factors

Since 2007, ScienceSoft provides Tier 3 help desk services helping companies benefit from stable IT infrastructure and applications.

Tier 3 Help Desk - ScienceSoft
Tier 3 Help Desk - ScienceSoft

Tier 3 Help Desk: General Overview

Tier 3 (or Level 3) help desk engineers resolve complex issues in applications and IT infrastructures, including troubleshooting on the code level, deploying hotfixes, assisting in software releases and change requests, etc.

The scope of the L3 help desk can cover user-facing software, desktops, mobile devices, operating systems, networks, databases, cloud services, back-end configurations, and more.

The team required: a team lead and L3 help desk engineers.

With deep technical expertise backed by 34 years of experience in IT, ScienceSoft helps companies resolve L3 issues, reduce help desk costs by up to 40%, and ensure a user satisfaction rate of over 96%.

Tier 3 Help Desk Setup Plan

L3 help desk launch plan and time frames greatly depend on the maturity and complexity of your IT infrastructure and applications. ScienceSoft has summarized 16 years of experience in IT support and outlined a pathway to establishing efficient help desk processes.

L3 help desk planning and design

Duration: from 2 weeks
  1. Outline your budget for L3 help desk setup and maintenance.
  2. Create a list of IT infrastructure elements and apps that require L3 support.
  3. Determine what goals you want to achieve with the L3 help desk (e.g., introduce app code changes, implement improvements, migrate to the cloud).
  4. Define the size of your future L3 team, aligned with your budget and scope.
  5. Decide on communication channels (a service portal, email, etc.)

If your company already has an established L1 and L2 help desk, your current support and communication processes must be considered when designing an L3 help desk.

Help Desk Manager at ScienceSoft

Choosing the sourcing model: in-house vs. outsourced L3 help desk

Duration: from 3 months

2.1. For an in-house help desk: hiring L3 help desk engineers and setting up ticket management software.

Duration: 1–3 months

  • Outline the list of qualifications your potential help desk specialists need to possess.
  • Interview the candidates and hire professionals with relevant skills (e.g., Salesforce engineers, Microsoft engineers, SharePoint engineers).
  • Conduct onboarding training so that newcomers can more easily and quickly internalize the specifics of your company and industry.

2.2. For an outsourced help desk: selecting a third-party vendor.

Duration: ~1 month

If you decide to outsource the L3 help desk function, choose a service provider that:

  • Has a transparent pricing system.
  • Experienced in providing L1–L3 support services. Such a vendor will help establish efficient ticket escalation processes.
  • Operates according to the SLA and predefined KPIs.
  • Offers convenient time coverage (e.g., 12/5, 12/7, 24/7).
  • Ready to scale the team upon request.
  • Provides regular and comprehensive help desk documentation (e.g., performance reports, root cause analysis of incidents).
  • Experienced in your industry and IT infrastructure components you use.
  • Can ensure the security of your sensitive information.
  • Adheres to ITIL principles in help desk service delivery.


Help desk deployment

Duration: 2–4 weeks
  • Designing L3 help desk processes.
  • Establishing communication with L1/L2 help desk teams, development teams and users.
  • Learning the specifics of IT components and applications subject to L3 support.
  • Selecting, setting up and customizing ticket management software suitable for your organization.
  • Launching the L3 help desk.


Boost Your Apps and IT Infrastructure with Professional Help Desk Tier 3 Services

Help desk Tier 3 consulting

Wondering where to start building L3 support processes? Let ScienceSoft guide you through the setup process painlessly, work out your help desk budget, and select optimal ticket management software.

Get expert assistance

Help desk Tier 3 outsourcing

If you need a reliable service provider to design your L3 help desk processes and make them run efficiently — ScienceSoft is eager to help. You will have clear SLAs, KPIs, SLOs, and regular reports, so you can always be sure about our world-class service.

Outsource help desk

We Always Put Your Needs First

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. Among other things, ScienceSoft’s team helped us optimize the website performance and improve digital user experience, which had a positive impact on the conversion rate. With their help, we’ve successfully upgraded our platform, improved our front end UI, and developed a more efficient internal workflow to support our customers.

Jarod Joyce, Creative Director, Dot It Restaurant Fulfillment

Why Customers Choose Us: ScienceSoft in Facts

  • 16 years of experience in help desk services.
  • 15 years in ITIL-compliant IT service management.
  • 700+ IT professionals on board.
  • Practical knowledge of 30+ industries, including healthcare, retail, manufacturing, BFSI, telecoms, and more.
  • Microsoft, AWS, ServiceNow, Salesforce, Oracle, and Adobe Commerce partner.
  • Convenient time zone coverage aligned with clients’ business hours: 24/7, 12/7, 12/5, 8/5.
  • SLA and KPI-based help desk services delivery, adjusted to customers’ business needs.
  • ISO 9001-certified mature quality management system.
  • Unfailing information security management system based on ISO 27001 certification.

Our Help Desk Services in Action: Featured Projects by ScienceSoft

L2, L3 Support of a Marketing Campaign Management Solution

L2, L3 Support of a Marketing Campaign Management Solution

ScienceSoft provided 24/7 L2–L3 support of a marketing campaign management solution owned by one of the largest global advertising agencies. As a result of ScienceSoft’s exhaustive support services, the number of help desk requests decreased by 36%, and the user satisfaction rate reached the score of 97%.

Structured Data Capture Application Support for a UK Software Company

Structured Data Capture Application Support for a UK Software Company

For 2+ years, ScienceSoft provides L1–L3 support dealing with both minor and complex technical issues, improvements implementation, bug fixing and code reviews. The Customer is satisfied with the speed and quality of the provided support services and plans to entrust ScienceSoft with another product.

Data Center Infrastructure Deployment and Support

Data Center Infrastructure Deployment and Support

ScienceSoft’s experienced infrastructure architects helped to build a disaster tolerant data center infrastructure with 80 physical servers and 200 virtual machines. After its deployment, ScienceSoft’s network and system engineers continue supporting the data center environment ensuring its uninterrupted availability to the end users.

Support and Optimization of the Azure-Based Infrastructure of Educational Apps

Support and Optimization of the Azure-Based Infrastructure of Educational Apps

ScienceSoft’s L2–L3 help desk experts ensured 8/5 support of the applications’ databases and cloud services based on Azure. The support included daily monitoring, regular health checks, timely troubleshooting and improvements implementation. As a result of ScienceSoft’s help, the Customer managed to reduce Azure cloud costs by 25% and increase end users’ satisfaction.

Knowledge Management Software Support for a US Corporation

Knowledge Management Software Support for a US Corporation

Comprehensive L1–L3 support services provided by ScienceSoft on a 24/7 basis helped increase software users’ satisfaction rate up to 98%. ScienceSoft ensured prompt issue troubleshooting, patch updates and customizations upon request.

Tier 3 Help Desk Team Required for Efficient Support

The Tier 3 help desk team size generally depends on factors such as infrastructure and apps complexity, required competencies of help desk engineers, time coverage, and more. When delivering L3 support services, ScienceSoft outlines the following roles involved in help desk projects:

L3 help desk team lead

  • Designs and oversees L3 help desk processes and activities.
  • Works out KPIs and schedules for L3 support engineers.
  • Assists L3 help desk engineers in resolving complex issues.
  • Monitors L3 help desk teams and prepares monthly performance reports.
  • Outlines the ways to improve teams’ efficiency and organizes necessary training for L3 help desk engineers.

L3 help desk engineers

  • Diagnose escalated L2 issues and provide a resolution.
  • Troubleshoot L3 issues.
  • Conduct code reviews and code analysis.
  • Deliver hotfixes and implement change requests.
  • Perform root-cause analysis.
  • Develop, maintain and update L3 support documentation.

Sourcing Models for Tier 3 Help Desk

Techs We Work with in Our Help Desk Projects

Ticketing systems



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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Help desk automation platforms



12 years

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

Find out more

Monitoring tools

Remote collaboration






CI/CD tools


Back end



25 years





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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Microsoft .NET


19 years





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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10 years





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.

Find out more


10 years



ScienceSoft delivers cloud-native, real-time web and mobile apps, web servers, and custom APIs ~1.5–2x faster than other software developers.

Find out more


16 years





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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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



21 years





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


13 years



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



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


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


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


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




16 years





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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14 years





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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11 years





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


8 years



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


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


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.


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.


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.


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.


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 to 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%.


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.

Factors Affecting Tier 3 Help Desk Costs

Pricing Information

L3 help desk setup and maintenance costs will depend on a large number of factors, including:

  • The complexity of IT infrastructure and applications to be supported.
  • The size of the L3 help desk team.
  • Help desk time coverage: 24/7, 12/5, 12/7, 8/5, after-hours support.
  • Help desk sourcing model: outsourced vs. in-house.
  • SLA terms: response time, first contact resolution, tickets per month, etc.
  • Setup, customization and a monthly fee for ticket management software.

Want to estimate your budget for Tier 3 help desk?

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About ScienceSoft

About ScienceSoft

ScienceSoft is an international software development and IT support company headquartered in McKinney, TX. Since 2007, we provide multitier (L1–L3) help desk outsourcing services and help companies enjoy their robust IT infrastructures and applications. Being ISO 9001 and ISO 27001-certified, ScienceSoft ensures the high quality of the provided support services and the security of the data entrusted to us.