Be it an ERP, CRM, or HR management solution, a mobile or a web application, we provide IT help desk services to companies that need to outsource user and solution support. ScienceSoft can help you with software products you offer to your customers and with corporate applications and systems that your employees use.
We offer assistance with software issues from password resetting to complex issue investigation on the code level. With IT help desk outsourcing, you don’t need to hire and train support personnel and still can remain sure that your software and its users are taken care of.
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Thorough IT backgroundWith the profound experience in software development, IT consulting, QA, IT infrastructure services and more, we go far beyond just following the instructions on how to address software issues. We understand software from the inside and apply this knowledge to design help desk processes and address software issues efficiently. |
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Value for different skill levelsWe adjust our support services to every user category, from novices to experts. We solve minor issues reported by new users and offer trainings and webinars that help to quickly adopt new software. For experienced users, we provide the investigation and quick resolution of non-trivial issues. To encourage further self-support, we create a knowledge base with the content tailored for every user group: from beginner guides to articles on how to solve complex issues. |
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Wide experience of collaboration in IT projectsWe participated in numerous short- and long-term projects with both IT and non-IT companies, and we know how to establish effective collaboration within a team. We ensure successful cooperation of our help desk specialists with software developers, network and application administrators, QA team members and other professionals, both in-house or external, to guarantee that each issue is investigated and handled by the relevant specialist. |
To quickly assign a service ticket to a specialist with the right set of expertise, we offer segmenting the support team into different levels according to the complexity of issues they are expected to handle.
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L1 supportOur help desk specialists answer questions about software 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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L2 supportWe help to resolve the issues of software 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: this way, service tickets are received and handled within one team without passing them between levels. |
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L3 supportAs 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. |
ScienceSoft offers a possible set of KPIs to measure the effectiveness of the provided support services.
Main KPIs:
Examples of optional KPIs:
The final set of KPIs is agreed with each customer.
Having cooperated with a wide range of customers, we know how to bring value to every business by:
We offer different pricing packages depending on the support level and the expected number of support hours per month. Our team is ready to provide more info upon your request.
Don’t exhaust yourself with the painful issues your solution may bring. Entrust it to ScienceSoft, a reliable IT help desk provider with 30 years of experience in IT.