Why Higher-ed Institutions are Outsourcing IT Help Desk Support During the Hybrid Model
Can institutions upscale their IT help desk services without increasing the cost? Absolutely yes! Outsourcing help desk services opens many new doors for higher education institutions to provide a consistent user experience and become highly efficient in handling student queries. Especially, in the current hybrid model of education in which more students are studying remotely,…
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The Use of Technology by Your Students Isn’t After Hours Help Desk
Changing student demographics and after hours help desk support Most students today do not fall in the traditional 18-24 age cohort. They juggle more responsibilities than their predecessors, are older, earn degrees while raising families and work full or part-time jobs to pay for their education. All of these changes in the student body demographics…
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3 Reasons Why You Need After-Hours Support
When your end-users are calling you with support requests, they are already frustrated. If your help desk staff isn’t available when they are looking for immediate resolution of their issues, it adds to their ire and unhappy end-users haven’t ever done any organization any good. Moreover, emergencies can occur anytime. A student’s laptop might stop…
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After-Hours Help Desk Support- Does It Really Matter?
Successful businesses aren’t a fluke. They are successful because they deliver what the customers expect, at the right time. They actively listen to their end-users’ needs, demands and complaints. They inspire confidence by providing excellent customer service consistently and to be able to listen to your customers at all hours, your business has to have…
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adminbbh
Kick It Up Beyond 9 to 5 With After-Hours Help Desk Support
It’s 2 am in the morning. There is an exam the next day. Your institution’s LMS has contracted some technical issues. A number of your students are struggling with the login. They drop messages, call the IT department in vain. It’s the weekend. Your faculty members have to update some e-courses on your institution’s LMS…
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adminbbh
After Hours Help Desk: Who Does it best?
The reality is, computer use by students, faculty, and staff isn’t a nine-to-five activity. For example, many of the students in all our institutions work part and full-time jobs to pay for their educations. They are using their computers at night and on weekends. And with student success on the line, you need a Help…
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Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.