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.
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What You Get with Our Remote IT Support Services
Multi-tier pipeline for issues and requests management
- L1 − a user support team, resolving common user issues.
- L2 − a user technical support team, dealing with complex tech issues and basic infrastructure problems.
- L3 – a team addressing advanced technical issues, app issues requiring changes on the code level, and complex infrastructure problems and requests.
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.
IT Components We Cover with Remote IT Support Services
Applications, websites and web portals
- L1 user support (basic user incident resolution).
- L2 tech support (complex technical and simple infrastructure-related issues and requests resolution).
- L3 tech support (resolution of advanced technical problems, app issues via code modifications, and complex infrastructure issues and requests).
- 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.
- 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. |
What Makes ScienceSoft a Reliable Remote IT Support Vendor
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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.
Our Customers Say
ScienceSoft has proven to be a great partner and a much-needed addition to our IT support team. They got on board with our processes in no time and maintained consistently high user satisfaction ever since. Time zone coverage also came in the clutch: ScienceSoft handled our offices across the world, from the HQ in Herne and all the way to Tennessee. After two years, we know for sure they’re reliable and committed specialists.
I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several PHP-based projects, mobile applications, refactored and improved the performance of our .NET code, provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.
ScienceSoft has been providing an excellent level of service maintaining the application’s AWS infrastructure. During our cooperation, ScienceSoft’s team has built a fault-tolerant and highly available application infrastructure with automatic crash recovery capabilities, which makes our web application stable and high-performing. We would certainly recommend ScienceSoft as a reliable service provider.
What You Get with ScienceSoft’s Remote IT Support
Listed on the prestigious Global Outsourcing 100 among the top advisors and consultants, ScienceSoft is devoted to bring customers value in every project.
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 user support specialists who can resolve basic user-side issues and requests or escalate them further if needed.
- L2 technical engineers who tackle complex technical and simple infrastructure-related issues and requests.
- L3 support team of qualified IT specialists addressing app-related issues requiring changes on the code level, complex infrastructure requests and issues, and advanced technical problems.
ScienceSoft is a 3-Year Champion in The Americas’ Fastest-Growing Companies Rating by the Financial Times
For the third year in a row (2022–2024), the Financial Times includes ScienceSoft USA Corporation in the list of 500 fastest-growing American companies. Such sustainability is the result of our dedication to drive project success despite any constraints and disruptions. Achieving our clients’ goals is our top priority and the reason why companies trust us.
Technologies We Use to Provide Remote IT Support
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.
Choose Your Remote IT Support Service Option
We are ready to provide our self-managed IT support team, or integrate with your in-house IT support team to ensure the stability of your IT infrastructure:
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.