Help Desk

Quality IT support that evolves to match demand

With learner lifestyles changing and remote learning on the rise, you need a new solution to maintain efficient and effective IT support. Provide fast responses to students and faculty around the clock, via a combination of AI and Encoura's extensive higher ed expertise.

Faster IT responses for learners and educators

AI for additional efficiency, powered by AWS Connect

Full transparency on results, including ROI

Scalable, 24/7 coverage

Designed to complement your internal IT team

Best practice data protection and management

IT services designed for higher education

Encoura calls upon decades of education expertise to provide detailed, timely IT support for both students and instructors, efficiently resolving technology inquiries and improving retention rates. Ensure that technology barriers don’t form a barrier to student success by working with an IT provider who truly understands the sector.

Leverage AI for faster responses to learners

Help Desk is powered by the best-in-class customer service technology, AWS Connect. This includes AI responses in both voice and text channels, providing faster responses to common inquiries. As part of our commitment to responsible AI adoption, users can always escalate their inquiries to a professional Encoura agent.

Support when and where you need it

Our offering is tailored to your institution’s unique needs. We provide 24/7 coverage and can upweight support during your busy times of year to ensure response times aren’t impacted by demand. In addition, our Help Desk integrates seamlessly with all major campus technologies and we can scale our offering as required—from LMS support to full IT Help Desk.

Optimal data, always accessible

With Encoura, you’ll always have full transparency on how the partnership is performing. Access regular reporting, spanning response times, user satisfaction, agent performance, and more to truly understand the learner experience and identify opportunities to optimize it further.

"Help Desks' innovations in digital technology have fueled deeper and more meaningful collaborations among students and faculty at Wichita State University — accelerating learning, supporting student success, strengthening our instruction, and building community.”

President, Wichita State University

Institutions Using Help Desk