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How We Deliver Proactive Help Desk Services
As an ISO 9001-certified provider with 18 years of experience in IT help desk services, ScienceSoft has developed a proactive, ITIL-based approach that helps us consistently deliver high value to our clients. With our assistance, they achieve:
- • 97%+ customer or user satisfaction score.
- • 95%+ issue resolution rate.
- •10%+ reduction in IT infrastructure costs.
Help desk is strongly associated with break-fix support, or simply reacting to user complaints and requests. However, without a preventive approach, some issues will persist, inflating the ticket volume, incurring higher costs, and deteriorating both customer and agent experience over time.
Our goal is to anticipate and prevent recurring issues by gradually proposing improvements to help desk processes, digital workplaces, IT infrastructures, and even applications. When needed, ScienceSoft can involve its in-house software engineers and DevOps specialists to implement high-level improvements like CI/CD pipelines, application monitoring tools, and automation of repetitive tasks.
How We Implement Our Proactive Approach to Help Desk
Our agents and engineers continuously review the trends in arriving tickets and conduct root-cause analysis to identify underlying problems and prevent issues from recurring.
To prevent unnecessary ticket creation, our team leads gather statistics on false alerts and duplicate tickets and suggest adjustments to monitoring systems and ticket submission workflows. This helps reduce ticket volume and help desk costs.
We further optimize ticketing workflows by adjusting ticket routing and prioritization rules, integrating monitoring tools and communication channels, and more. Our in-house Atlassian Jira and ServiceNow specialists can implement all the necessary software customizations.
We design easy-to-use self-service resources, including guides and training materials. They empower users to resolve common issues independently, reducing ticket volume and improving customer satisfaction (CSAT).
We don't just assume what users need — we continuously gather and analyze user feedback from surveys, reviews, and ratings to refine help desk processes, customer interactions, and self-service articles.
We maintain a help desk knowledge base to record lessons learned, enable faster issue resolution, eliminate bus factor, and facilitate smooth knowledge transfer between teams.
We keep our clients in the loop and establish transparent, effective communication. Our team leads prepare monthly performance reports and conduct weekly calls with clients to review help desk performance and package usage trends, receive feedback, and suggest enhancements.
How Our Proactive Approach Benefits Our Clients
Application Monitoring Reduced Reported Issues by 36%
Challenge
ScienceSoft took over the L2–L3 support for a complex marketing campaign management app used by one of the largest global advertising agencies. The app was regularly experiencing microservice crashes, message queue overflows, and server failures. However, ScienceSoft’s support engineers could only learn about these issues when users sent tickets to the in-house L1 help desk, and the help desk escalated them to L2. That reactive process was slow and led to longer system downtimes and frustration for users.
Our solution
Preventing Urgent Tickets From Being Lost and Speeding Up Their Processing
Challenge
ScienceSoft was providing L1 employee support for a logistics company, while L2 support was done by the client’s internal IT team. Normally, when tickets were created as urgent from the start, they went directly into the L2 team’s urgent queue. However, ScienceSoft noticed that when a user changed a ticket status to “urgent” later, the ticket remained in the standard queue, and the L2 team didn’t receive a notification about the status change. In such instances, urgent tickets lingered in the L2 queue for a long time without being noticed, often over a weekend.
Our solution
Implementing CI/CD to Prevent Application Downtime
Challenge
ScienceSoft was providing infrastructure and application support for a distributor of metal and chemical products. The supported application was continually updated by the client’s development team. There were a couple of instances when, during the developers' off-hours, the application would crash because of fatal errors caused by the latest update. However, ScienceSoft’s engineers didn’t have the necessary permissions to remediate the problem by themselves.
Our solution
Help Desk Improvements We Often Suggest
As opposed to the more complex fixes above, these are simple and straightforward practices that still significantly improve the speed and efficiency of first-line support. Here’s what our help desk team leads say they propose most often:
Streamlining initial requests
Free-form ticket submissions often result in missing details, requiring constant follow-ups by agents.
ScienceSoft implements structured request forms with mandatory fields to ensure that users provide complete information before creating a ticket.
Auto-suggesting solutions at ticket creation
Users may not realize their issue has an easy fix already documented.
ScienceSoft integrates a knowledge base lookup that auto-suggests relevant help articles as users fill out the ticket form, solving problems before a ticket is even submitted.
Organizing workflow instructions
It’s difficult for help desk specialists to navigate unorganized workflow instructions that are sometimes all listed in one place without proper structure.
ScienceSoft categorizes instructions by process type and makes sure direct links to them are available within the ticketing system.
What Our Clients Say
BPC had to outsource a Tier 2–3 support team. ScienceSoft has been filling this role for over a year, and their work has made all the difference for our IT operations. They are true engineers who think long term and propose strategic decisions instead of micro-fixes, and, what is equally important, they carry them out as planned.
With their assistance, we optimized a significant part of our IT infrastructure and reduced the share of manual work.
John Dritsas
Chief Technology Officer
Our clients in healthcare rely on Qventive for the support and administration of essential software solutions such as EHR and practice management systems. Timely assistance and resolution are imperative in this field, so when we were faced with a large influx of support requests, having ScienceSoft step in for 24/7 help desk was a lifesaver. Their team quickly adapted to our processes and understood our clients’ expectations from the start.
We appreciate their proactive communication and commitment to quality.
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. After a year of working together, we requested a ticket package twice as large as the initial one, and now they reliably handle Tier 1 support for many of our clients.
ScienceSoft took over our helpdesk operations. Not only were they able to add immediate value but they also helped build out our helpdesk knowledge base, resulting in faster time to resolution and fewer repeat issues. They support a wide range of applications for our team including store surveillance, POS hardware and software, and network monitoring all while maintaining our 30-minute FRT mark. Their dedication to resolving issues has led to a 100% satisfaction rate from Lolli & Pops employees and allows our IT organization to focus on larger digital transformation initiatives.
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