Help Desk Services
Dynamic Campus provides 24x7x365 help desk services for faculty, staff,
and students. Dynamic Campus provides each client a unique toll free
number to begin the customer service process. The help desk takes the
call, initiates a trouble ticket, and either resolves the problem at
tier 1 or triages the support request to onsite technical support
personnel. Dynamic Campus’ help desk continues to track and monitor
requests and serve as the liaison between the end user and issue resolution.
Serving only higher education allows us to focus on anticipating the
staffing and support needs associated with semester starts, web access
to registration, grades and other web-based student services. We
understand the needs of faculty, staff, and students and are able to
provide seamless support throughout an institutions academic calendar.
The help desk provides technical and instructional support for commonly
used academic and administrative technology environments, including
learning management and student information systems. Dynamic Campus
utilizes an industry standard ticketing software application that is
fully customizable and provides automation of ticket routing and
escalations that meet the needs and SLA’s of the College. The support
architecture includes the following core capabilities and service:
Multimodal Support
You receive multiple channels for support such as chat, phone, web
tickets, and a self service portal.
- Toll Free Phone-you are assigned a unique toll free number with phone
tree options that are specific to their students, faculty, and staff’s
support needs.
- Live Chat- you also receive chat support where end users can engage in
live question-and-answer sessions with one of our support representatives.
- Web Tickets- Linked to the support portal is the option for students,
faculty, and staff members to submit a ticket online, and track the
progress of the support request throughout its life.
Contact Center Operations
As support needs build, the help desk can scale with it. A great deal of
experience has been gained in handling the peaks and valleys of call
demand in higher education. The number of calls will come in during a
specific time of the day, week, and year can be projected so we always
have the right people answering calls, in the right area, at the right time.