Remote IT Support Services
Remote IT support aims at keeping your IT infrastructure stable, resolving incidents and handling change requests quickly with the help of remote support software. Providing help desk and application support since 2007, ScienceSoft helps companies reduce IT support costs and increase issue resolution speed.
Multi-tier incident resolution pipeline
- L1 − a user support team, resolving common user issues.
- L2 − a user technical support team, dealing with more complex tech issues.
- L3 – a team of software engineers addressing tech issues that require changes at the code level.
Detailed description of the IT infrastructure and operating procedures
Creating documentation (if absent) or further developing the following descriptions:
- SOP documentation for ticket resolution, change and incident management, CI/DC flows.
- Network diagrams.
- Configuration management database for IT asset information.
- Infrastructure improvement plan.
Self-service materials for users
Creating self-service materials for users from scratch (if absent) or improving your company’s following materials:
- Knowledge base articles.
- FAQs.
- User guides.
User satisfaction and adoption improvements
- CSAT improvement plans based on user feedback surveys and user experience assessment results.
- Reduced number of issues due to eliminating problem root causes.
Ensuring compliance with industry regulations
HIPAA, GDPR, PCI DSS, FDA
- Regulatory compliance reports.
- Compliance gap mitigation plans.
Regular and transparent reporting
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security audit reports.
- Incident reports with root cause analysis within a ticketing system.
Applications, websites and web portals
- L1 user support (incident resolution).
- L2 tech support (root causes resolution, software configuration).
- L3 tech support (software enhancements, customizations and integrations, application development infrastructure maintenance).
- Vulnerability assessment, regular penetration testing.
- Website monitoring (availability parameters, hosting resources, email services, etc.).
Data storage (databases, data warehouses, data lakes)
- Data storage and databases design and implementation.
- Data storage and databases configuration and administration.
- Capacity management and monitoring.
- Regular data backup.
- Performance tuning.
- Storage disaster recovery.
- Vulnerability assessment, regular penetration testing.
Networks
- Proactive network monitoring to minimize downtime.
- Vulnerability assessment, regular penetration testing.
- Stress testing (emulation of DDoS/DoS attacks).
- Remote desktop access.
- Event log monitoring.
On-premises data centers
- Proactive data center infrastructure monitoring.
- Vulnerability assessment, vulnerability scanning.
- Regular compliance review (HIPAA, GDPR, PCI DSS, FDA, etc.) and reporting.
Cloud services (IaaS, PaaS, SaaS)
- Proactive monitoring to minimize downtime.
- Cloud service deployment.
- Cloud usage optimization.
- Cloud service management.
- Cloud performance tuning.
Workstations
- L1, L2 support.
- User administration, user software setup and installations.
- Regular software updates.
- Software configuration.
- Vulnerability assessment, regular penetration testing.
- Malware removal.
Timing of Our Remote IT Support
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First response time for calls - within 40 sec. for 90% of calls |
Delivery time for urgent changes - 4-16 hours |
Support time coverage: 24/7, 12/7, 12/5, 8/5 – adjusted to your time zone and business hours. |
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Years of experience
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An expert IT team holding a range of certificates
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Mature quality management system confirmed by the ISO 9001 certification allowing to implement projects fully meeting customers' quality, time, and budget expectations.
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Assured safety of the customers’ data we access during the cooperation proved by ISO 27001 certificate.
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Partnership with leading IT vendors, including Microsoft, AWS, IBM, etc.
Reduced IT support costs and issue resolution time
Our remote tech support approach includes:
- Automation of IT support provision (monitoring, task tracking, etc.) with the help of remote support software (such as Jira, Nagios, TeamViewer, etc.).
- Optimal support staff utilization for cost optimization.
- Flexible pricing models (subscription fee, T&M, per-user, price per ticket).
Ensured data security
ScienceSoft’s data security is backed with:
- 200+ implemented projects in security consulting and penetration testing by our team of certified cybersecurity experts.
- An in-house 24/7 security monitoring, ensuring your data is not accessed by unsolicited third parties or altered by ransomware.
- The trust of our security services clients, among which are Appcast, T-Mobile, M&T Bank, and others.
Qualified self-managed technical support
- L1 technical support specialist, who can resolve basic technical tasks quickly without escalation.
- L2 technical engineers who tackle complex tech issues.
- L3 support team of qualified IT specialists, holding such certifications as AWS Certified Solution Architect, Red Hat Certified System Administrator (RHCSA), Microsoft Certified Professional (MCP), AWS Certified SysOps Administrator (SOA), etc.
The Financial Times Includes ScienceSoft USA Corporation in the List of Americas’ Fastest-Growing Companies 2022
ScienceSoft is one of 500 companies with the highest compound annual growth rate in revenue. This achievement is a result of our unfailing commitment to provide high-quality IT services and find best-value solutions to clients' needs.
Technologies We Use to Provide Remote IT Support
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.
DevOps
Containerization
Automation
CI/CD tools
Monitoring
Remote collaboration
Connection
Communication
Monitoring tools
Our Selected Remote IT Support Projects
Remote IT Support for a US Telecommunications Services Provider
ScienceSoft provided support and maintenance of multiple .NET-based web applications: troubleshooting, bug fixing, urgent introduction of changes upon request.
Data Capture Application Support for a UK Software Company
ScienceSoft carried out NOC monitoring, multi-tier support (L1, L2, L3) and customization for the Customer’s platform.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft provided L2 and L3 support for 28 infrastructure components in compliance with ITIL standards during the Customer’s business hours.
Help Desk Services for an Ecommerce Application
ScienceSoft provided a 12/5 helpdesk service (handling emergency tickets was available on weekends), created a knowledge base of support and maintenance documentation, and helped develop training programs for the ecommerce app’s users.
Help Desk for End Users of Product Design Software
ScienceSoft provided 24/7 support to help end users solve troubles with running the product design application.
Remote IT Service Desk
Remote L1, L2, L3 user and IT infrastructure support.
- Quick remote user issue resolution.
- User administration (creating accounts, password reset, etc).
- Malware removal.
- User satisfaction rate increase by resolving root cause of problems.
- IT infrastructure monitoring and troubleshooting.
- Regular IT infrastructure security checks and compliance reviews (vulnerability assessment, penetration testing, compliance review, etc.).
Remote Network Operations Center
Continuous remote monitoring of the IT infrastructure with L2, L3 support.
- IT infrastructure proactive monitoring, health checks, incident resolution.
- Network cybersecurity.
- Event log monitoring.
- Regular reporting (maintenance reports, health checks reports, etc.).
Remote Application Support
L1, L2, L3 support and proactive improvement of cloud or on-premises applications and their infrastructures:
- Resolving emerging application incidents and their root causes.
- On-demand app configuration.
- Delivering customizations and integrations.
- Application development infrastructure maintenance.
- Cloud usage optimization.
- User satisfaction rate increase by resolving root cause of problems.
- Regular reporting (service level reports, incident reports with root cause analysis, etc.).
Remote Cloud Support
Remote cloud management with L2, L3 support.
- Proactive monitoring to minimize downtime of cloud services.
- Cloud usage optimization.
- Vulnerability assessment and vulnerability scanning.
- Regular data backup.
- Regular review of your cloud infrastructure compliance with industry standards (PCI DSS, HIPAA, etc.) and reporting.
- Cloud service deployment.
- Cloud performance tuning.
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Remote IT Support Services
