BlackBeltHelp

        • EduBot - AI Chatbot and Voice Bots

          Generative and curated AI Bot with seamless campus integration for personalized and immediate assistance

          Through seamless integration with your campus systems, EduBot Chat and Voice address questions related to IT, LMS, admissions, financial aid, registrar, bursar, general adinistration and beyond.

          EduView - Integrated Support Platform

          Streamline and centralize how support staff receive and deliver information

          A single-screen platform for viewing all user information across multiple systems, and performing all support activities from password reset to tier 2 support ticketing and resolution.

          EduMessenger - Bi-Directional, AI-Powered Texting

          Boost student engagement with targeted and automated SMS outreach and inbound communication.

          Drive engagement and prompt action with EduMessenger’s two-way AI-powered and automated text messaging.

          Data and Analytics - CX Portal

          Real-time insights and analytics for resource planning and decision making.

          Access comprehensive data, reporting and analytics from call volume and chat engagements to student behavior and beyond.

        • IT Helpdesk ​Support

          24/7, cost-effective, IT helpdesk services

          Address issues related to hardware, software, Networking, Email, Office 365, and beyond.

          Student Services Support

          24/7, One-Stop student support services

          Around-the-clock, multimodal, personalized student support services.

          Admissions Support​

          24/7 admissions assistance from inquiry to enrollment

          Streamline the admissions process through around-the-clock, multi-channel, assistance to prospective students.

          Financial Aid Support

          24/7 financial aid assistance to students and their families

          Streamline the financial aid process through around-the-clock, multi-channel, assistance to students and their families.

          LMS Helpdesk Support

          24/7 support for all leading LMS platforms

          Comprehensive LMS support for Blackboard®, Canvas®, D2L®, and Moodle®, ensuring secure and uninterrupted assistance.

          Enterprise Application Support

          24/7 Tier 2, 3, and 4 Application Support

          Round-the-clock Tier 2, 3 and 4 enterprise application support to streamline operations, enhance security, and ensure IT reliability for higher ed institutions.

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Around-the-Clock IT Helpdesk Support Tailored to Your Institution’s Needs

Empower IT Staff and Reduce Support Delivery Cost

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Smiling customer service girl agent using a laptop with IT helpdesk support interface

24/7 IT Helpdesk Support for Higher Education

Consistent, reliable, flexible, high-quality, and cost-effective IT Helpdesk Support to empowers your IT department while reducing support delivery costs. Through seamless integration with campus systems (SIS/ERP, LMS, ITSM, MFA, SSO, AD, and more), our agents can address issues related to hardware, software, Zoom, Teams, Webex, Networking, Email, Office 365, and beyond.

Premium SLAs
  • 60 Sec. Average Speed of Answer (ASA)
  • 85% First Call Resolution (FCR)
  • 90% Customer Satisfaction (CSAT)
It’s All About the People
  • A Premier Network of Seasoned IT Professionals
  • Certified in CompTIA A+, CompTIA Network+, CCNA, ITIL and more
  • Rigorously Trained and Experienced in Higher Education
  • High Agent Retention Rate
  • Recruited from Top IT Companies such as Dell and Microsoft
IT helpdesk support team working in an office, wearing headsets and assisting customers online
Key Features
Multimodal: phone, email, live chat, chatbot, or other self-service options
Integration with your ITSM, SIS/ERP, MFA, AD, LMS, and more
Configurable IVR & Caller ID for a personalized experience
Domestic and global teams to meet needs and budget
Recording of all interactions for quality assurance
Secure and FERPA compliant

Our IT Helpdesk Clients

The Impact of IT Helpdesk

  • Lower Support Service Delivery Cost
  • Expand Access to 24/7, Nights and Weekends Support
  • Increase Faculty and Staff Bandwidth
  • Improve Student Engagement and Satisfaction
Visual representation of how an IT helpdesk can positively impact an organization

IT Helpdesk Support Includes

SIS / ERP

  • Banner
  • Peoplesoft
  • Jenzabar One
  • Colleague
  • Workday

Third Party Tools

  • Turnitin
  • Kaltura
  • Respondus
  • WebEx

Network Connectivity

  • Physical connectivity and troubleshooting
  • Wireless connectivity and troubleshooting
  • Mobile device connectivity and troubleshooting
  • MiFi Hotspots

Operating System Support

  • Windows 10 and newer
  • Mac OS X and newer
  • iOS, Android
  • End-user (non-college owned hardware) PC support to include functionality, BHO / ActiveX, Toolbars

Productivity Applications

  • Microsoft Office Suite
  • OneDrive
  • Microsoft Virtual Desktop (VDI)
  • Slack
  • Teams
  • Zoom

Email

  • Microsoft Outlook
  • Microsoft Entourage
  • Mac Mail
  • Gmail
  • Microsoft Live Mail
  • Outlook Web Access

Learning Management System

  • Blackboard
  • D2L
  • Canvas
  • Jenzbar Elearning
  • Moodle
  • Schoology

Password Reset

  • Azure Active Directory
  • MFA reset
  • Native Active Directory
  • Portal
  • SSO Login
  • LMS Login
  • ERP/SIS Login
  • Email
Client Success
Outcomes
  • 52 Secs. Avg. Speed to Answer
  • 93% Answer Rate​
  • 85% First Call Resolution​
  • 89% Chatbot Resolution Rate​
Explore More Case Studies
Candace Jones
Vice President – Business Services​
Pasadena City College
Candace Jones

BlackBeltHelp always steps-up to provide immediate support to Pasadena City College’s students for the challenges that arise in Admissions, Financial Aid, and Enrollment. Having a reliable Call Center where our students can talk to a professional well-versed in our campus procedures reduces anxiety and accelerates our ability to deliver information quickly.

We Answer Every IT Question from a Single Platform

BlackBeltHelp’s IT Helpdesk agents can securely access all your campus systems to provide efficient and accurate support for all your IT needs.

Visual representation of an IT helpdesk platform supporting various educational software systems
Blog
Overcoming Helpdesk Support Challenges in Higher Education

Overcoming Helpdesk Support Challenges in Higher Education

Helpdesk support plays a crucial role in the fast-paced world of higher education. Whether ensuring smooth operations, supporting students, faculty, and staff, or maintaining the integrity of academic and administrative processes, Helpdesk support is the first point of contact for addressing IT-related issues, inquiries, and requests.  However, providing effective Helpdesk support in this dynamic environment […]

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Why Higher-ed Institutions are Outsourcing IT Help Desk Support During the Hybrid Model

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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2021 Top IT Trends to Watch out for in the Higher Education Landscape!

2021 Top IT Trends to Watch out for in the Higher Education Landscape!

2020 was a year like no other! The Covid-19 pandemic impacted the world in unimaginable ways and posed unforeseen challenges in all industries and sectors, and higher education was no exception. We don’t think anyone can challenge the fact that the academic year 2020-21 will go down as one of the most operationally challenging, anxiety-creating, […]

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What can IT Helpdesk do for your institution?
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