IT technician with headphones helping customer.

Enterprise-Wide IT Help Desk Services

​​​​​​​The IT Help Desk by Blackboard partners with higher education institutions to support universal technology applications. We provide 24/7/365 multi-modal responsiveness, scalability, knowledge-based capabilities, and highly trained resources to internal IT departments.

 

Understanding of the Shifting Higher Education Landscape

We blend innovation and technology with service and efficiency to meet users where they are with the support they need.

24/7 or Augmented

Fully support or complement your institutional IT Help Desk as needed.

Serving All Technologies

Support over 115 systems and programs unique to higher education.

Multi-modal Responsiveness

Meet end user expectations by providing multiple contact channels.

Data Insight

Make data-driven decisions using our comprehensive reporting functionality.

Call center employees helping customers.

Today’s technology environment has broadened to include email, chat, artificial intelligence, automated support, and self-service options. Increased expectations and demand don’t always mean increased resources, so the institutional workload pays the price. Blackboard’s IT Help Desk provides multiple modalities that enhance the experience of contacting support in your institution, making your end user experience as seamless as possible.

[Blackboard] allows us to scale as needed and sometimes very quickly...we can take our energy and focus on service improvement and rolling out new services. A lot of the skill sets we needed in-house we no longer need….. [and] Our customers are more satisfied then when we had tier 1 support onsite.

Tracy Smith
Director ITS Service Support Operations
,
University of Virginia
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Blackboard Offers Universal Technology Support: CRM, SIS, ERP & any LMS

The IT Help Desk supports most applications and systems used by higher education. Being technology agnostic, we are positioned to provide an expedited, effortless experience to faculty, staff and students.

Innovation & Integration

Working with hundreds of higher education institutions for nearly a decade, we have attained insight into the issues that arise from using numerous disparate systems that do not convene in one place, thus creating frustration for support people and end users. Armed with this knowledge, we built and deployed the foundation layer of technology which integrates with institutions’ enterprise systems and transfers key information to a single Agent Desktop, saving time, providing a seamless experience, and making our best-in-class support possible.

 

 

24/7/365 Contact Center Services That Are a Direct Extension of Your Institution’s Operation

Blackboard contact centers serve as a seamless extension of your campus, enabling year-round support for student’s most important questions. We can help increase your institution’s service capabilities and free up valuable resources. Hear from several clients that have found success by partnering with Blackboard Student Success.

My experience with the Help Desk has always been pleasant. Everyone makes it easy to get our issues fixed quickly.

Faculty Member
,
University of Virginia
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Recruiting, Hiring & Training

One of the most important cultural differentiators in our contact centers is that we hire for attitude and train for skill. The people we hire are passionate about helping and serving others and are extensively trained on the skills and knowledge base necessary to be successful.

Leverage Our Technical Support & See How Blackboard IT Help Desk Services Can Help You

Staffing for support is tough. You need more staff at certain times, you need to be 24/7/365, you need to keep costs down and all while serving your end users. Our flexibility in staffing to meet your institution's support needs allows you to provide consistent, fast, high-quality support with minimal hold times—without incurring unnecessary costs, which are otherwise financially unsustainable year-round.

With Blackboard as a partner, having 24/7/365 coverage allows you to focus on more complex support needs and strategic initiatives.

High-Quality, Omni-Channel Support Services That Free up Your Institution’s Valuable Resources

Managing over 8 million interactions per year, our domestic contact centers provide a seamless support experience that supplements your institution’s current operations and allows them to be more effective. Hear from some of our partners on how we’ve supported their success.

Proud to Be Help Desk Partners

While the challenge is universal, each institution is unique. We tailor best practices to meet the institutions goals and budget.

Broward College
Capella University
Stanford University

I’ve seen other offerings for help desk services and the difference with Blackboard is how they train their people, their knowledge base, and how they are committed to continuous improvement. I think that is what Blackboard has done extremely well.

Gerry Hourigan
VP, Chief Information Officer
,
Cuyahoga Community College
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Our Expertise

Knowledge Base

We create custom institutional knowledge bases enabling the agents to provide faster, more comprehensive answers.

Hired for attitude. Trained for skill.

Through thoughtful recruitment and rigorous training, our contact centers are staffed with incredible talent.

Quality Assured

We collaborate with institutions to deliver the highest level of customer care to every end-user.

You're in Good Hands

Your account manager works to ensure all aspects of our partnership are running smoothly.

Take a closer look at our IT help desk services.