Australia-Wide IT Support Services
Benefit from Mature IT Support Practices
Serving businesses all across Australia and the Pacific, ScienceSoft provides top-notch user support and keeps your IT workflows stable and safe.
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IT support services are needed to maintain smooth and efficient working of a company’s applications, IT infrastructure, and its components.
With 17 years of first-hand experience in help desk and application support, ScienceSoft is ready to provide effective incident resolution and proactive IT infrastructure and application monitoring to Australia-based companies.
ScienceSoft as an IT Support Company
- 35 years in the IT services industry.
- In IT help desk and application support services since 2007.
- 15 years in ITIL-compliant ITSM.
- 1,200+ satisfied customers worldwide.
- Experienced in 30+ industries, including healthcare, BFSI, retail, manufacturing, telecoms, marketing and advertising.
- Partnerships with Microsoft, AWS, ServiceNow, IBM, Salesforce, Oracle.
- 24/7 services to cover time zones from GMT-9 to GMT+13.
- ISO 9001- and ISO 27001-certified to ensure high quality of the provided support services and the security of your data.
Trusted By Globally Recognized Leaders
IT Infrastructure Components We Are Ready to Take Charge Of
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User-facing software: applications, websites, web portals. |
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Data storage: databases, data warehouses, data lakes. |
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Desktops, laptops, mobile devices. |
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Windows, MAC, and Linux operating systems. |
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Cloud services (IaaS, PaaS, SaaS). |
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On-premises data centers. |
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Development infrastructures (CI/CD, development and testing environment). |
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Network and cybersecurity (SIEM, IAM, firewalls, and more). |
Support Levels You Get with ScienceSoft
Our L1 support engineers will handle basic software and hardware usage issues (e.g. help with logging in, giving access rights, password reset, etc.) and develop a user knowledge base with FAQs, articles, and self-help guides.
ScienceSoft’s L2 support engineers will deal with complex software and IT infrastructure issues, such as network configurations or software and hardware interoperability and identify root causes of the problems to promptly fix them.
L3
L3 support engineers will resolve issues and perform maintenance at database, network server, infrastructure, and code levels as well as assist L1/L2 support specialists in dealing with complex issues.
Scope of IT Support Services We Provide
IT help desk
Get >96% user satisfaction score and enjoy efficient incident management with a help desk covering L1-L3 support levels.
Application support
Achieve >99.96% availability of your cloud or on-premises apps and 10% fewer app issues. This service covers L1-L3 support, 24/7 app performance monitoring, and app evolution.
Network Operations Center
We will set up a NOC responsible for 24/7 preventive IT infrastructure monitoring and L2-L3 tech support (root cause analysis included).
Managed IT support
Entrust your apps and IT infrastructure to a vendor with 15 years of experience. We’ll provide a fully managed L1-L3 help desk, a NOC, and maintenance services according to your needs.
Having Doubts about Outsourcing IT Support? Let Us Dispel Them
You are a US-based company. How will you provide business IT support in Australian time zones?
Headquartered in the US, ScienceSoft is a global IT support company that serves businesses all over the world. For our customers’ convenience, we have offices in the US, Europe, and the Middle East and provide outsourced IT support services on a 24/7, 12/7, 12/5 or 8/5 basis that can be adjusted to a client’s business hours. Our experienced support engineers are prepared to work non-standard shifts and take pride in being able to provide consistent services to our clients from across the globe. This way, we can easily cover any Australian time zone.
How can we be sure of the quality of your IT support services?
ScienceSoft has an ISO 9001-certified quality management system that ensures mature IT services according to our customers’ needs, budget, and time frames. We have a solid track record of successful projects in support, with many companies trusting us with long-term support of their IT infrastructure and apps. We are proud to be able to state that 62% of ScienceSoft’s revenue comes from clients that stay with us for 2+ years.
IT Support Solutions and Beyond: Techs and Tools We Work With
Actions Speak Louder Than Words: Discover Our IT Support Featured Projects
L2, L3 Support of a Marketing Campaign Management Solution
ScienceSoft provided one of the largest global advertising agencies with 24/7 L2-L3 support of its web-based solution for marketing campaign management. As a result of our cooperation, the number of user support requests decreased by 36%, and the user satisfaction rate reached 97%.
L1-L3 Knowledge Management Software Support for a Multinational Corporation
For 10+ years, ScienceSoft delivers L1-L3 support to the end users of a knowledge management system developed by an international healthcare-related corporation. ScienceSoft provides prompt troubleshooting, regular updates, and customizes the product. As a result, the end user satisfaction rate increased from 92 to 98%.
Managed IT Support for a Biotechnology Corporation
ScienceSoft provided support of Apache NiFi, a big data processing tool, for a 10,000-employee biotech corporation. We dealt with a large backlog of configuration tasks, fixed bugs in the code, and performed a transition from Apache NiFi to Apache Airflow. As a result, the entire big data ecosystem works up to 10x faster than before. With the enhancements introduced by our data engineers, the system’s stability and the percentage of successfully processed data increased from 50% to 99%.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft provides complex L2-L3 IT infrastructure support to a commercial and residential real estate developer. Our task is to ensure the infrastructure’s flawless performance by resolving network issues, preventing outages, monitoring and troubleshooting security and data storage issues.
Structured Data Capture Application Support for a Software Company
For 2+ years, ScienceSoft provides app monitoring and L1-L3 support for a provider of environmental health, safety, and enterprise quality management solutions. ScienceSoft maintains the app’s operability, implements enhancements, and involves developers to solve issues on the code level.
How We Deliver Reliable IT Support
Step 1
Discovery stage
We analyze your IT landscape, business plans, and user issue backlogs. After that, we elicit your IT support needs and settle on a particular service delivery model (e.g., IT help desk, NOC, app support, white label help desk).
Step 2
SLA negotiation
We negotiate the details of our cooperation, prepare a service-level agreement (SLA), and sign the contract. As a rule of thumb, an SLA describes the service package, estimated budget, support hours, support team size and expertise, reporting schedule, and other cooperation details depending on a specific client’s goals.
Step 3
Transition stage
We analyze your applications and/or IT infrastructure and examine the corresponding documentation and processes. Then, we prepare detailed instructions for our team and organize responsibility transfer from your team to our support specialists.
Step 4
Service delivery
We deliver the required support services according to the SLA and regularly provide you with KPI-based reports.
A set of possible KPIs:
- First response time.
- Customer satisfaction score.
- Resolution rate.
- Average time to resolution.
- Abandonment rate.
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