IT Help Desk Services
www.scnsoft.com
© 2023 ScienceSoft ®
About ScienceSoft
2
Who We Are
ScienceSoft is an international IT consulting and software development
company. We provide IT help desk services to companies that need to
outsource user and solution support.
16
750+
3,600+
years in IT help desk,
34 years in IT
employees
success stories,
customers in 55 countries
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© 2023 ScienceSoft ®
About ScienceSoft
3
Our Customers
62% of our revenue comes from 2+ year Customers.
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About ScienceSoft
Industry Competencies
Having expertise in a variety of industries, we approach each customer
situation considering business and industry specifics.
Manufacturing
Insurance
Oil & Gas
Financial
services
Marketing,
Advertising
Retail,
Wholesale
Healthcare
Logistics
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© 2023 ScienceSoft ®
Professional
services
IT
Our Services
What We Offer
Help desk for enterprise IT
Help desk for software products
 Reduced number of user errors
 Increased value customers get from the product
 Improved adoption of enterprise systems
 Increased employee productivity
they use
 Increased customer satisfaction
 Increased employee satisfaction
Reduced in-house IT team’s workload
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Our Services
IT Help Desk Services
To reduce response time and optimize IT support costs, we segment the support team
into levels according to the complexity of issues they are expected to handle:
L1
Support
We manage basic user
issues, e.g., creating user
accounts, changing expired
passwords, troubleshooting
VPN connections, installing or
uninstalling apps, etc.
Coverage options
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L2 Support
L3 Support
We tackle complex incidents that
cannot be resolved at L1 stage,
coupled with basic infrastructure
and app tasks and issues, like major
OS upgrades, email delivery
problems, server infrastructure
monitoring, etc.
24/7
12/5
We handle advanced app and
infrastructure-related issues
and requests requiring access
to code, e.g., CI/CD pipelines
implementation, database
setup and configuration,
desktop virtualization, etc.
12/7
8/5
Our Services
How We Start
Analysis of your help
desk needs:
 Request volume
Service planning
and proposal
preparation
SLA
negotiation
 Request urgency
 Request complexity
 User types
ScienceSoft is ready to start
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Contract
signing
Our Services
Service Stages
1
2
Transition
 Knowledge transfer
 Setting up the help desk
process & a case
management system
 Transferring responsibility
to ScienceSoft
Responsibility transferred to
ScienceSoft
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Support delivery
 Processing the requests according to support
packages and SLA
 Reporting and results analysis
 Gathering user feedback
 Creating a knowledge base (FAQs, user guides,
and articles for self-support)
Service provided and continuously improved
following the KPIs
Our Services
Transition Phase
Step 1
Step 4
Step 5
Support Team Lead
and the Customer
review the system and
documentation, plan
transition schedule and
scope of work
Support team setup
training for support
team, performs demo
run
Support team setup
integration demo run
together with Level 2,
Level 3, Level 4
Preparation
Step 2
Step 3
Step 6
Accesses and
documentation are
provided for
ScienceSoft Support
Team
Support Team Lead
reviews the system,
case statistics and
processes, prepare
work instruction
documents for support
team
ScienceSoft setup
service desk tool and
knowledge base portal,
creates knowledge
base articles and fulfills
KB with it, creates a
short overview
Support Team Lead
together with the
Customer go through
the handover to
support check list to
confirm all the required
actions and details are
available to transfer
responsibilities
Periodic meetings/emails between ScienceSoft and the Customer with current status check
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Support
services start
Support teams
provides support
services Level 0 and
Level 1
Our Services
Main KPIs to Measure IT Help Desk Efficiency
First response time
Abandonment rate
for calls
Service level
for calls
1 hour during support hours
<5% with answer wait time less than 2 min
80% within 40 sec, 15% within 60 sec
Period from when a user submits a ticket
till a support agent provides the initial
response (for tickets and voicemail)
Percentage of non-answered calls within
the specified timing
Tracks how long customers wait for
service agents to respond to calls
Critical management
Customer Satisfaction
Score (CSAT)
Average
time to resolution
Within 5 min
96%
optional
Processing of critical cases. Required to
ensure that a critical case will be escalated
to an appropriate person/department
Based on short surveys that users fill out
Tracks how long customers wait for
service agents to resolve their tickets
The final set of KPIs is agreed with the Customer
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Our Services
Flexible Communication Channels
We are flexible to adapt to the customer’s communication preferences:
Customer portal + knowledge base
Case-tracking system
Instant messenger
Contact email
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Contact phone for emergency
Social network
Other communication
channels
Our Services
Example of Tools Used For Service Delivery
Jira Service Desk for tickets
processing + Embedded Confluence
for the knowledge base (KB)
 Problem/incident management
 Automated workflow
 Self-service portal to log tickets
 KB hosting and maintenance
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Our Services
Regular Reporting
Monthly service
delivery reports
Regular status
meetings with the
customer’s
representative
*Example
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Our Services
Our Approach to IT Help Desk Services
Quick resolution
Achieved by using
best practices and
setting wellstructured processes
High user
satisfaction
Reliability and
scalability
Transparency
Achieved by providing
agents with training and
scripts for effective
communication with
users
No need to worry
about the number
of agents, shifts,
vacations, turnover
All tickets and their
resolution are
recorded in a
ticketing system
Continuous optimization, upgrading, and fine-tuning of help desk workflows
Certified quality management system
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Security of the customers' data
Why ScienceSoft
Why ScienceSoft
Established IT help desk support processes
The customer doesn’t need to organize, motivate and control support agents
Experience in providing help desk services for complex software
We have experience with scientific and medical software
Value for users with different skill levels
The ability to serve users with the different levels of knowledge, from novices to experts
Wide experience of collaboration in IT projects
We ensure successful cooperation with in-house or external software developers,
DevOps engineers, system administrators, testers
In-depth understanding of industry and customers’ needs
The base of our proactive approach in consulting
Flexible working hours
Providing user support before and after usual working hours
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Success Stories
IT Support of a Marketing Campaign Management
Solution
Customer
Solution
One of the largest global
advertising agencies
headquartered in the US.
L2, L3 support to ensure the 24/7 stability
and smooth work of a complex
microservices-based solution for big data
processing integrated with a number of
systems.
Tools and Technologies
.NET, ASP.NET; Filebeat, Logstash, Kibana, Amazon CloudWatch, Datadog;
TeamCity, Jenkins, AWS: CloudFormation, Auto Scaling.
Project details 
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Success Stories
Knowledge Management Solution Support for a US
Corporation
Customer
Solution
A multinational
pharmaceutical company
with operations in over 100
countries and $15+ bn
revenue.
Continuous multi-tier (L1–L3) support of a
knowledge management solution that is
applied in drug discovery, medical
diagnostics, and other human and
environmental health areas.
Tools and Technologies
Atlassian Jira, VMWare, .NET, Microsoft IIS, Putty, WinSCP, SQL Developer, Toad,
Box, GoToMeeting, Salesforce Service Cloud.
Project details 
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Success Stories
End User Support for a Global Provider of Photo
Processing Solutions
Customer
Solution
An international software
company delivering
products for image
processing, storing, and
printing.
IT help desk support for end users of
image processing desktop applications
integrated with each other and with thirdparty software for image editing (Adobe
Photoshop, Adobe Lightroom, Aperture).
Tools and Technologies
Atlassian JIRA, Bamboo, Adobe Photoshop, Adobe Lightroom, Aperture,
SQLiteStudio.
Project details 
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Success Stories
Application Support for a Global Provider of Loyalty
and Advertising Solutions
Customer
Solution
An international software
product company offering
solutions for ecommerce,
banking, and
entertainment.
L1-L3 support of a complex cloud-based
ecommerce solution operating on different
platforms (Magento, Magento 2 and
Shopware) that helps online retailers to
establish and manage loyalty programs.
Tools and Technologies
Atlassian Jira, Magento 2, Magento, Shopware 5, PHP 7, MySQL 5.7, Symfony,
Zend, Smarty, JavaScript, jQuery, Knockout.js, XML, CSS, Sass, Less.
Project details 
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Let’s Keep in Touch!
Vantaa, Finland
+358 94 272 63 77
nordics@scnsoft.com
Headquarters
McKinney, Texas
+1 214 306 68 37
contact@scnsoft.com
Riga, Latvia
+371 66 011 905
eu@scnsoft.com
Fujairah, the UAE
+971 600 57 59 69
gulf@scnsoft.com
Atlanta, Georgia
+1 972 454 4730
contact@scnsoft.com
www.scnsoft.com
© 2023 ScienceSoft ®
Riyadh, the KSA
+966 800 880 3035
ksa@scnsoft.com