IT Support


IT support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. ScienceSoft’s IT support services are backed with 13 years of experience in help desk and application support and include IT help desk, Network Operations Center (NOC) and software support to guarantee superior user experience and on-the-go improvement of your IT processes.




WHAT YOU GET WITH IT SUPPORT SERVICES

Multi-tier Incident Resolution Pipeline:


  • A user support team.
  • A technical support team.
  • A team of software engineers.

Transparency of Service Results


  • SOPs for ticket resolution, change and incident management, CI/CD flows.
  • Network maps.
  • Configuration management database.
  • Infrastructure improvement plan.

Subscription-based Data Analysis


  • Knowledge Base Articles.
  • FAQs.
  • User manuals.

User Satisfaction and Adoption Improvements:


  • UX testing/monitoring.
  • Surveys and user experience studies with CSAT improvement plans based on their results.

Regulatory Compliance Assessments.


  • IT environment benchmarking against PCI DSS, HIPAA, etc.
  • Compliance gap mitigation plans.

Regular and Transparent Reporting:


  • Service level reports.
  • Maintenance reports.
  • Health check reports.
  • Security assessment reports.
  • Incident reports with root cause analysis.

WHY WE?

  • 15 years in IT.
  • 600+ projects completed.
  • 70+ employees. 50+% of our developers are of the senior level.
  • BA expertise and industry-focused consultants on board to help bridge business and technology.
  • Full-scale Project Management Office (PMO) established to handle the project of any complexity.

SCOPE OF IT COMPONENTS WE TACKLE



SERVICE OPTIONS

IT Help Desk

  • Introduction of efficient SOPs and ITSM processes.
  • Resolution of reported incidents.
  • User satisfaction rate management.
  • Knowledge base maintenance.
  • Regular reporting.
Network Operations Center

  • NOC setup and introduction of efficient workflows and policies.
  • 24x7 network monitoring, health checks, incident resolution.
  • Regular reporting.
Application Support

  • Monitoring, testing, code reviews.
  • Configuring, hot fixes, code changes.
  • Cloud consumption optimization.
  • User satisfaction rate management.
  • Regular reporting.
Full IT Support

  • IT help desk.
  • Network Operations Center.
  • Software support.


WRITE TO US