Outsourced Help Desk Services for MSP
Raise the Efficiency of Your IT Support Services
With 16 years of experience in providing L1–L3 support services, ScienceSoft offers outsourced white label help desk services to relieve managed service providers of the burden of keeping and scaling up an in-house help desk team.
Schedule a call
Private label help desk outsourcing is a winning option for MSP to reduce the costs of help desk operations without hiring and growing an in-house help desk team. You reserve the customer relationship ownership, while our company covers your customers’ help desk needs under your brand, upholding its reputation.
Why ScienceSoft
- 34 years of entire experience in IT.
- 16 years’ experience in providing outsourced white label help desk services for the customers across such industries as IT, healthcare, retail (both brick-and-mortar and ecommerce), banking and finance, manufacturing and more and the ability to conduct service ticket resolution for users with different skill levels: from novices to experts.
- 13 years of experience in managed IT services covering applications, cloud infrastructures, servers, data storages.
- 1,200+ happy clients worldwide: from North America and Europe to Australia and New Zealand.
- 15 years’ experience in ITSM and working according to ITIL principles.
- ScienceSoft is accredited and rated A+ by BBB.
- Transparent and flexible pricing for outsourced help desk services. Our pricing plans depend on the scope of help desk services your company needs.
- ISO 9001-confirmed quality management system resting upon mature quality-oriented practices and policies, result-driven and motivated people and transparent support processes.
- Safety of the customers’ data guaranteed by our ISO 27001-certified unfailing security management system.
Service Options We Provide
Our help desk team fully manages and performs L1 help desk services or cooperates with a customer as an extension of their in-house L1 support team.
L1–L2 support
We handle L1 tickets and provide a part of L2 technical support, possibly in collaboration with your in-house technical support team.
We provide 24/7 preventive infrastructure monitoring and L2, L3 tech support to anticipate and promptly solve problems with IT infrastructure.
Selected Projects
What Our Customers Say
We went with ScienceSoft as our help desk partner and didn’t regret it. ScienceSoft’s team demonstrates high technical competence, a proactive and responsible approach to IT support services, and full compliance with HVG’s SLA. Thanks to ScienceSoft’s integration, HVG’s team increased their abilities to process many Tier 1 tickets, and we were able to support more clients.
In 2022, we commissioned ScienceSoft to work under our brand and deliver 24/7 L1 support to our clients. After a year of steady collaboration, ScienceSoft’s team resolves around 88% of all incoming cases from more than 30 of our clients, letting our support engineers focus on more complex tasks. They’re quick but very thorough agents, so we can rest assured they will see matters through for every single ticket.
ScienceSoft has proven to be an exceptional partner for white-label help desk services. To alleviate some of the burden on our inhouse engineers, we partnered with ScienceSoft. Within just two weeks, their Tier 1 support agents seamlessly integrated into our processes and became an invaluable asset to our team. Thanks to their assistance, we can now process any Tier 1 issue within 15 minutes.
What Our Help Desk Services for MSP Include
|
|
Establishing and managing 24/7 private label help desk to provide a single point of contact for your customers under your brand name. We are flexible in applying help desk solutions for ticketing: we may use either an MSP’s ticketing system or our solutions for tracking service tickets. |
|
|
Creating SOPs (standard operating procedures) for the help desk team to follow. We also create a knowledge base for the help desk team to ensure quick and effective ticket resolution and regularly expand it with newly solved issues. |
|
|
Conducting user training and preparing self-support materials for your customers and boost self-support for the issues end users can handle independently. |
|
|
Assessing end user feedback to measure their satisfaction with the services you provide and help desk services. |
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.
Languages Our Help Desk Teams Speak
|
|
|
Help Desk Pricing
A price depends on the support level, time coverage and the expected number of requests per month. Our team is ready to provide an estimate upon your request.
How much will outsourced help desk cost you?