24/7 Availability
Campuses are now 24/7, with users needing to be 100% technology-enabled regardless of the day or time.
TECHNOLOGY SERVICE DESK
24/7 Technology Support
Around-the-clock expert technology support desk for applications, networks, and systems to keep students, faculty, and staff running all day, every day.
CHALLENGE
Extended Support Hours
Traditional college and university IT departments offer technology support hours Monday through Friday from 8 a.m. to 5 p.m., with limited after-hours support for critical needs only, if at all. Often, there is no dedicated technology support staff at all, with multiple IT team members answering questions in a queue and not giving the exact same answers. For a modern campus where students, faculty, and staff work 24 hours a day, this model does not work. Support for things like classroom technology, account logins, email support, and Wi-Fi connectivity often can’t wait for IT employees to return on Monday morning, when users expect immediate support.
Support Issues Facing Institutional Leaders
Multi-tier Support
Beyond basic support, students, faculty, and staff often need more advances tier 2 and tier 3 support.
Campus Expertise
Colleges and universities need support that is knowledgeable about their unique platforms, not just IT in general.
Coordinated Support
Lack of visibility across end-user issues, resulting in support overloads for the same unresolved issue.
ITSM Aligned
Need to have service desk support aligned with the institution's existing ITSM service approaches and policies.
Omni-channel
User increasing demand for support on their own terms, via voice, text, chat, web, and/or email.
SOLUTIONS FEATURES
Campus Aligned Technology Support
OculusIT’s professionally staffed technology service desk delivers 24/7 support to colleges and universities with staffed, trained, and knowledgeable staff about the unique needs of students, faculty, and staff. The service desk team is cross-trained across dozens of higher education-specific applications, networks, and systems, and has access to an OculusIT team of more than 300 professionals for escalated support.
24/7 Availability
Around-the-clock support leveraging both an offshore resource to align results and optimize spending.
ITSM Alignment
Service desk support with your existing ITSM tools and processes when or leverage our best-in-class tools and processes.
Central Support
Experienced technology support professionals, all working from the same playbook and answering questions the same way.
Omni-channel
From self-service tools to voice, chat, and email support, we meet students, faculty, and staff where they engage.
Cross Platform
Support for all on-campus technology and applications, including LMS, ERP, Finance, Email & Collaboration tools, connectivity, and more.
Expert Access
With more than 300 technology professionals, 100% focused on higher education, you have access to the right support at the right time.
Frequently asked questions
Can you work with our existing ITSM platform?
Yes. We can align our service desk support with your existing ITSM tools and processes when appropriate. Our objective is to create a seamless extension of your IT organization, not force your institution to adopt unnecessary technology simply to work with us. That said, we bring best practices that often transform overall support for students, faculty, and staff when adopted
Can you support our ERP and Student Information Systems?
Yes. We can provide frontline support, troubleshooting, incident management, and escalation for your enterprise applications including HR, Finance, advancement, self-service, and CRM modules.
Can you support students directly?
Yes, the OculusIT service desk can provide dedicated student support for technology issues that affect learning, access, communication, registration, and other campus services.
Do you use AI in the Service Desk?
Yes, AI can be used where appropriate to improve knowledge discovery, ticket classification, routing, self-service, automation, and agent productivity. Our focus is not using AI simply because it's available. We focus on using technology that improves service, reduces costs, or enhances the user experience.