Around-the-Clock IT Helpdesk Support Tailored to Your Institution’s Needs
Empower IT Staff and Reduce Support Delivery Cost
Empower IT Staff and Reduce Support Delivery Cost
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.
Lower Support Service Delivery Cost
Expand Access to 24/7, Nights and Weekends Support 
Increase Faculty and Staff Bandwidth
Improve Student Engagement and Satisfaction
SIS / ERP
Third Party Tools
Network Connectivity
Operating System Support
Productivity Applications
Learning Management System
Password Reset
52 Secs. Avg. Speed to Answer
93% Answer Rate
85% First Call Resolution
89% Chatbot Resolution Rate
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.
BlackBeltHelp’s IT Helpdesk agents can securely access all your campus systems to provide efficient and accurate support for all your IT needs.
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 […]
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, […]
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, […]
Yes, BlackBeltHelp IT Helpdesk Support is available 24/7 365 days with live agents through phone, email, live chat, and web ticketing, resolving a wide range of Tier 1 IT issues.
Yes, BlackBeltHelp IT Helpdesk Support can be integrated with your institution’s existing systems such as Active Directory, MFA, IAM, LMS, SIS, and ITSM.
It typically takes 4 to 6 weeks to implement. This timeline includes kick-off and introductions, knowledge transfer working sessions, validating and publishing knowledge base articles, technology integration, and agents staffing, training and certification.
BlackBeltHelp IT Helpdesk Services pricing is based on the number of user interactions and can vary based on a number of factors such as global vs domestic agents, required integrations, and existing purchasing contracts.
BlackBeltHelp IT Helpdesk Services are FERPA complaint. User data is never stored; personally identifiable information (PII), records and access information are only housed in AWS, Salesforce, and/or InContact (our contact center software). We perform network vulnerability assessments and penetration testing through a 3rd party provider. Our comprehensive security measures also include agents’ background checks and regular security training. Lastly, client’s applications are only accessed through remote desktop via secured VPN tunnel.
Yes, LMS support is included with BlackBeltHelp IT Helpdesk Services. Our agents are trained to address LMS questions around uploading courses, grade books, uploading videos, password reset, plug-ins and more.
Our delivery model has both Domestic (U.S. Based) and Global support. Our Domestic support agents are located across 18 states in the U.S. and our Global agents are based in India.
