Minimize interruptions for your students and faculty regardless of when or where they are working. With BTConnect Support, students, faculty, and staff have round-the-clock access to technical support whether they are working on campus or in a remote setting.
Choose from a selection of flexible and robust IT service desk support packages so your institution can get the support it needs while staying within budget. With our SLA-protected response times, high first-level resolution rates, and proven triaging processes, you can improve user satisfaction and reduce the impact of technical issues on your faculty, students, and staff.
Engage with your users through the channel that matches their persona and situation to benefit from an efficient and user-centric support model. Continue offering traditional contact methods such as phone and email, but also support the generational shift of users who were born into technology with digital channels such as web, SMS, and chat.
More than ever, users expect a transparent and easy to use support model that adapts to their needs, whether it is a student looking for real-time support without interrupting a lecture, or an instructor troubleshooting connectivity issues between lectures. By choosing BTConnect Support, you are able to provide a channel that is right for all situations, roles and personalities.
Through BTConnect Support, your institution can receive a variety of IT support services across any of your campuses, including:
- On-Demand Dispatch – Service multiple campuses simultaneously across any location in the United States and Canada.
- Recurring On-site Services – Receive technical support for your campuses on a regular basis, ranging from 1-3 days a week, without having to commit to a full-time hire. Our technicians can even rotate different locations in a single market for each day.
- Remote Support – With your permission, our team will remotely access your classroom technologies to troubleshoot, diagnose, and resolve any IT issues.
Based on your institution’s IT support requirements, you can leverage one or multiple of these offerings.
Technology platforms and applications are becoming critical components of a modern-day learning environment. However, it can be difficult and time-consuming to adequately manage these applications and get the most out of your investment. Not to mention if you run into technical issues and have to wait until the next day for a resolution because your institution doesn’t have after-hours IT support.
With BTConnect Support’s application management, our team will keep all of your classroom technologies fully functioning so teachers can spend less time troubleshooting issues and more time providing students with a seamless learning experience.
Our team will ensure your applications stay current with your institution’s specific needs and goals and will recommend changes and modifications to existing applications to improve processes.
Our application support includes systems such as:
- Blackboard®
- Moodle®
- Jenzabar®
- Canvas®
- D2L®
Our support offering extends outside of just a traditional IT service desk with flexible options for other high traffic departments and business operations that require the same level of consistent and affordable user support:
- Student Services and Registration
- Finance and HR
- General Hospitality and Administrative Support
Some students may desire even more immediate and hands-on support options, especially if their issues are hardware-related. This can be achieved with a walk-up support experience.
This form of technical support lets users get fast, in-person guidance to resolve their issues face-to-face. Users also have the option to schedule an appointment with a technician, making it a great option for those with busy schedules as they move between classes.
Our team has experience with providing walk-up support solutions across multiple verticals, including higher education.
As part of our managed security services, we constantly monitor any and all real, potential and suspected security threats. If a legitimate threat is detected, we take swift action to mitigate risk and damage to your organization.
Our commitment to securing your institution’s critical data and applications includes:
- Security Awareness Training
- 24/7 Proactive Monitoring
- Threat Detection and Response
- Data Encryption
- Backup & Disaster Recovery
- Penetration Testing
At Buchanan, we understand that higher education institutions rely on technology now more than ever before, and also that technology is constantly changing.
Our team has deep technical expertise in the higher education space and is familiar with supporting a variety of applications from student enrollment software to learning management systems.
Depending on the immediate goals for your institution, our team can provide strategic guidance on automating processes, moving workloads to the cloud, integrating cybersecurity technologies, and more. We can also assist with any technology project, rollout, our upgrade for your institution.
