Middlesex Community College Increases Student Engagement with BlackBeltHelp’s 24x7 IT Help Desk support

Lowell, MA, January, 2018: Middlesex Community College recently switched to BlackBeltHelp’s, a leading provider of premium quality help desk products and services in the US higher education industry, 24x7 IT Help Desk support. As a part of this collaboration, BlackBeltHelp will provide round-the-clock IT Help Desk support to Middlesex Community College.

Under this engagement, BlackBeltHelp’s skilled agents will provide Middlesex Community College with round-the-clock IT help desk support. This support will help the institution achieve its student success objectives and free up their IT staff to tend to other tasks.

BlackBeltHelp will perform the following functions for Middlesex Community College to provide its users an effortless experience:

» Immediate resolution of end users’ queries related to IT

» Escalate issues to on-site technicians in case they remain unresolved

» Round-the-clock IT support

Service Level Agreements Include Support for:

• General IT Scope of Support:
  Network Connectivity, Productivity applications, Antivirus / Security utilities, Basic Operating System Support, Email, Password Reset, Browsers
• LMS Scope of Support:
  Tier 1 LMS - Computer Related Issues, Course Navigation, Finding Grades
  Tier 2 LMS -Issues Affecting Multiple Students, Editing Course Content, Class Roster Issues