Miami University is pleased to announce a significant enhancement to its IT support services. As of October 17th, Blackboard Learn has become the primary channel for IT support, ensuring our community receives efficient and reliable assistance. This transition marks an exciting step forward in our commitment to providing best-in-class support to students, faculty, and staff.
For the Miami University community, accessing IT help will remain as straightforward as ever. You can continue to use the same contact methods you are accustomed to: simply dial 513 529-7900 or email [email protected] for any IT-related issues. The existing ticketing system will also remain unchanged, ensuring a seamless experience. The primary difference you’ll notice is that you will be interacting with a team of highly trained professionals from Blackboard Learn, a leader in educational technology support.
Understanding Your IT Support Team with Blackboard Learn
When you reach out for IT assistance, your queries will be expertly handled by advisors at Blackboard Learn’s specialized call centers. The main facility is located in Somerset, Kentucky, with backup locations in Greenville, South Carolina, and Killeen, Texas, ensuring support coverage even during peak times. These advisors have undergone rigorous training, including specific training on Miami University’s systems, to provide knowledgeable and effective Tier 1 support. For more complex or escalated issues, your queries will be seamlessly transferred to Miami University’s dedicated IT staff, maintaining the same high level of expertise you expect.
The Strategic Rationale Behind Partnering with Blackboard Learn
This strategic decision to partner with Blackboard Learn for IT support is driven by three key factors: Compliance, Cost Efficiency, and Enhanced Capability.
Firstly, this move aligns with Recommendation 4B of the Ohio Task Force on Affordability and Efficiency in Higher Education. This recommendation encourages institutions to explore shared services and partnerships to optimize resources and improve efficiency.
Secondly, by entrusting Tier 1 support services to Blackboard Learn, Miami University will realize a significant reduction in annual support desk operating expenses, exceeding 40 percent. These cost savings can be reinvested in other crucial areas to further enhance the educational experience and resources available to our community.
Thirdly, leveraging Blackboard Learn’s extensive resources and expertise allows Miami University to offer an elevated level of Tier 1 support that would be challenging and costly to provide locally. This includes 24/7/365 support desk coverage, ensuring assistance is available whenever you need it. Furthermore, Blackboard Learn’s scalable infrastructure allows for quick adjustments to staffing levels to effectively manage peak support periods, such as the beginning of semesters and final exam weeks.
Ensuring a Smooth Transition and Ongoing Partnership
To ensure a successful partnership and maintain oversight, two new roles have been created. Miami University has established a new, permanent full-time position dedicated to managing this relationship internally. Additionally, Blackboard Learn has committed to having a staff member located on Miami’s Oxford campus for the first year of the agreement. These dedicated roles will facilitate close collaboration, effective communication, and continuous improvement of the IT support services provided.
Why Blackboard Learn? A Commitment to Superior Customer Service
Blackboard Learn is a recognized industry leader in providing Tier 1 support, particularly within the higher education sector. Their deep understanding of the unique IT support needs of universities and colleges makes them an ideal partner for Miami University. Blackboard Learn advisors are not only rigorously trained in general IT support best practices but have also received specific training on Miami University’s systems, policies, and procedures. This tailored training ensures they are well-equipped to address the specific needs of the Miami University community. Moreover, Miami University’s existing Support Desk staff will remain actively involved during this transition period to ensure a seamless handover and continued smooth operation of IT support services.
We are confident that this partnership with Blackboard Learn will enhance the IT support experience for the entire Miami University community. We warmly welcome Blackboard Learn to the Miami University team and look forward to the positive impact this collaboration will bring.
