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White Label Help Desk

Competent IT Support with Short Integration Phase

In help desk services since 2007, ScienceSoft’s professionals are ready to act on your behalf to reduce IT support loads and ensure smooth user experience.

White Label Help Desk Services - ScienceSoft
White Label Help Desk Services - ScienceSoft

White label help desk is a type of IT support where incidents and user requests are resolved under a customer’s trademark. White label help desk services by ScienceSoft are distinguished by quick integration into your processes and a good understanding of entrusted apps and IT components to keep users satisfied and enhance your positioning as a reliable service provider or a product vendor.

Why Choose ScienceSoft

  • 34 years of IT experience.
  • 16 years of experience in application support and help desk.
  • 15 years of experience in ITIL-compliant ITSM.
  • More than 1,200 delighted customers from 71 countries globally: from North America and Europe to Australia and New Zealand.
  • Microsoft Partner, AWS Select Consulting Partner.
  • For the second straight year, ScienceSoft USA Corporation is listed among The Americas’ Fastest-Growing Companies by the Financial Times.
  • ISO 9001-confirmed quality management system resting upon mature quality-oriented practices and policies, result-driven, motivated people and transparent support processes.
  • Safety of the customers’ data guaranteed by our ISO 27001-certified unfailing security management system.

ScienceSoft's White Label Tech Support Services

White label help desk for MSP

We provide L1, L2 IT support to the end-customer on your behalf.

  • Resolution or escalation of reported incidents.
  • Branded guiding and training materials for users.
  • CSAT management.
  • Regular reporting.
I'm interested

White label help desk for a product company

We provide L1, L2, L3 support (including on-site tech support) of your app, app family and all IT services your end-users consume.

  • Resolution or escalation of reported incidents.
  • Branded guiding and training materials for users.
  • CSAT management.
  • Regular reporting.
I'm interested

Our Selected Help Desk Projects

What Our Customers Say

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IT Support Levels We Provide

Our L1 engineers manage basic user needs like creating user accounts, resolving authorization issues, installing the required apps, etc. They escalate more intricate issues to higher support levels if the situation demands.

Our L2 team delves into advanced technical issues and basic infrastructure requests, e.g., analyzes logs to identify root causes, manages MFA, resolves email delivery errors, and more.

Our team of L3 engineers tackles complex infrastructure-related issues and the ones (requiring access to code) in applications, e.g., server architecture design, CI/CD implementation, code changes due to app evolution, etc.

What Our White Label IT support Services Include

Branded guiding and training materials

To reduce costs for L1, L2, L3 support.

  • Knowledge base.
  • FAQs.
  • User manuals.

Handling user feedback

  • Surveys.
  • UX assessments.
  • CSAT improvement plans.

Regular reporting

  • Service level reports.
  • Incident reports, including root cause analysis.

Languages Our Help Desk Teams Speak

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

ScienceSoft's help desk teams - languages we speak

Our IT Help Desk Communication Channels

User self-service portal

Service desk software

Email

Phone

Instant messaging

Social networks

Benefits of White Label Help Desk

  • 90%+

    CSAT

  • 2–3x

    pace of acquiring new customers

  • +50–100%

    revenue from commercial apps

Common White Label Tech Support Questions

To what extent can you reflect our brand in support processes?

We are flexible to adapt to your brand format and can embed your logo and tradename and corporate marks in:

  • Ticketing app.
  • Email signatures.
  • Ticket update notifications.
  • Email reports to all call-in users.
  • Customer satisfaction surveys.
  • L1 response scripts.

Can you guarantee smooth support team integration?

We train our staff to ensure a good understanding of your client environment and product. Our training activities include onboarding and support training programs for newcomers, regular training sessions and knowledge transfers among L1, L2, L3 support teams. To all the above, our staff is ready to be trained by your team.

How can we check your support quality?

We are ready to take test tasks and provide ticket processing demos and call recordings to show you how we operate and how your branded ticketing system will look.