IT Helpdesk Support

Flexible Support

After-Hours & Weekends


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Premium SLAs

  • Average Speed of Answer (ASA) <60 seconds
  • First Call Resolution (FCR) >80%
  • Customer Satisfaction (CSAT) >80%

Flexibility – Tailored to Your Needs

  • After-Hours Support – when your offices are closed, experts are standing by 24/7 Always Available, Always On Support
  • Domestic and/or Global Support Teams to meet your needs and budget
  • Human and AI-powered Solutions working together to futureproof your helpdesk services


It’s All About the People

  • Higher Education’s Premiere Human Cloud Network
  • Recruited from Top IT Companies such as Dell and Microsoft
  • Hold Certifications such as CompTIA A+, CompTIA Network+, CCNA, ITIL and more
  • Rigorous Higher Education-Focused Training Program
  • Extremely High Retention Rates

Powered by Human Cloud Network CCaaS Platform

  • Integrates with your Ticketing System so that all your tickets and reporting are in one place
  • Integrates with your Telephone system, so your students and staff can continue to use the same telephone number
  • Records All interactions for Quality Assurance
  • Configurable IVR and Caller ID provide a personalized experience
  • Futureproof CCaaS Technology – Powered by Salesforce & NICE InContact

AI Chat & Voice Bot

  • Futureproof Conversational AI Technology powered by Google
  • Multi-Channel Support – Website, Messaging, Phone, and More!
  • Seamlessly Integrates with Campus Applications
  • Live Human Transfer
  • Multi-Language Support
  • Reports & Dashboards for Admins

BlackBeltHelp AI-powered IT Helpdesk Support includes


  • Banner
  • Peoplesoft
  • Jenzabar
  • Colleague
  • Workday
  • Ellucian

Third Party Tools

  • Turnitin
  • Kaltura
  • Respondus
  • Unicheck
  • CiDi Labs
  • 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, Windows, Mobile
  • End-user (non-college owned hardware) PC support to include functionality, BHO / ActiveX, Toolbars

Productivity Applications

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


  • Microsoft Outlook
  • Microsoft Entourage
  • Mac Mail
  • Gmail
  • Microsoft Live Mail
  • Client’s Email System
  • Office 365
  • Outlook Web Access

Learning Management System

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

Password Reset

  • Azure Active Directory self-service password reset (via site-to-site VPN access)
  • Including reset of MFA
  • Portal
  • SSO Login
  • LMS Login
  • ERP/SIE Login
  • Email

Seamlessly Integrated Ecosystem

Providing Excellent Service with Exceptional Support that Drives Enrollment and Retention

IT Helpdesk Timeline

Customer Success Stories

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Frequently Asked Questions

An IT Helpdesk is a software platform that helps the user solve their problems through a single (or multiple) point of contact. IT Helpdesk allows employees and IT team members to troubleshoot issues, track their queries, and get assistance related to products, services or processes.  

  • Phone Average Speed to Answer (ASA) < 60 seconds
  • First Call Resolution (FCR) > 80%
  • Customer Satisfaction (CSAT) > 80%

Yes, the IT Helpdesk Student Services can be integrated with your institution’s existing systems. It can be easily integrated with password reset, LMS, SIS, and ITSM.

The services include the following –

  • SIS / ERP systems
  • Network connectivity
  • Productivity Applications
  • Learning Management Systems
  • Third Party Tools
  • Operating System Support
  • Email and Password Reset

It takes at least 4 to 6 Weeks to implement. 

It provides after-hours support and is available 24/7/365. Our cost-effective IT helpdesk services include domestic as well as international support teams to meet your requirements.  

The 24/7 IT Helpdesk support services provide support through phone, email, live chat, AI-Bot, SMS/text, and web tickets which further helps in bridging the student support barriers. It also offers self-service resources that help students as well as the institutions to achieve their goals.