BlackBeltHelp

        • Seamless integration of campus systems into a student services tool by CX Portal enhancing institutional efficiency, real-time insightful dashboards provided.

          Conversation-Driven AI for natural, personalized assistance, always available, immediate service named AI voice Bot and chatbot for higher education is trusted by over 200 Colleges and Universities

          AdvisorAssist Desktop transforms how advisors access and deliver information, simplifying complex tasks with a single click.

          The self-help password reset tool enables students, faculty, and staff to take control with personalized self-service options, ensuring one-click secure access to various applications and enhancing the overall student experience.

          We can drive active participation and specific actions through targeted outbound campaigns through student engagement messenger which offers broadcast announcements and two-way messaging.

          The Classroom Technology Emergency App enables faculty to promptly report IT-related issues to on-site IT staff with a simple click, facilitating on-site help for resolving classroom technical issues.

          Reduce Costs & Expand Access with a Self-Help Knowledge Base.

        • Optimize your admissions procedures to boost enrollment while reducing the cost per student through support from the Admission Helpdesk for higher education.

          Financial aid Helpdesk support for higher education assist students and guardians through the entire financial aid process.

          Round-the-clock student service support for higher education offers a comprehensive solution for all student needs, conveniently accessible through a single platform.

          Discover why over 200 colleges and universities trust BlackBeltHelp as the premier provider of 24/7 IT helpdesk support services in higher education, offering AI solutions that ensure anytime, anywhere support.

          Our round-the-clock LMS helpdesk support for higher education encompasses "always on" assistance for Blackboard®, Canvas®, D2L®, and Moodle® LMS platforms, ensuring secure, cost-effective, and continuous support.

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IT Helpdesk Support

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24/7 IT Helpdesk Support for Higher Education

Empowering your IT department while reducing help desk support costs

In the Higher Education industry, consistent, high-quality IT Helpdesk Support has become indispensable with the growing intervention of remote technology in the near term and beyond. A survey by Inside Higher Ed reveals the institutions’ concern about a decline in future student enrollments as the potential long-term outcome of the crisis.

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This decrease will eventually disturb the financial stability of the institutions and their ability to employ a decent number of staff and faculty while focusing on the continuous support needs of the end-users. That’s why BlackBeltHelp promises excellent service with its exceptional 24/7 IT support, which allows you to focus on your core competencies while we give your end-users an experience to remember.

End-users’ expectations are ever evolving. Students demand remote support to be instantly delivered via phone, email, live chat, chatbot, or other self-service options for their unique needs. Faculty expect IT Helpdesk Services to make their job easier. But these increased requests don’t always require institutions to pay the price. Therefore, we help higher education institutions reduce costs and administrative burden by providing student IT Helpdesk Support. We can seamlessly integrate into campus ecosystems such as ITSM, SIS/ERP, MFA, AD, LMS, and others.

At BlackBeltHelp, we hosted a poll where 61% of the institutions stated improving student support was their biggest concern while maintaining financial stability. Keeping in mind the poll results, BlackBeltHelp enhanced its comprehensive bundle of IT support applications and services. The IT Helpdesk Support for Higher Education helps institutions maintain consistent service delivery. It creates a 24/7 or after-hours IT support ecosystem at the institution and delivers a seamless end-user experience.

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

DATA SHEET

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-chatbot
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

SIS / ERP

  • 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

Email

  • 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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Blog

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 […]

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, […]

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, […]

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.