Help Desk Services & Technical Support

Enhance your institution's services with live, full-time technical support for your faculty, students, and staff.

Support for a positive learning experience

Technology is being used to change and enhance the learning experience in powerful ways. With this transformation comes increased service expectations and a demand for technical support beyond what many institutions can manage.

We understand that time is critical and that technical problems can have a significant impact on the teaching and learning experience, at any time of the day. That’s why our personalized and flexible help desk services allow your users to get technology help when they need it.

With Help Desk services from Pearson, your users get access to live, full-time technical support professionals with specific expertise on your learning technologies. Our support includes, but is not limited to:

Collaboration tools
Web browsers
Learning management systems
Multimedia plugins
Student information and authentication systems
Plus, a variety of other technologies

A customer satisfaction rating of 92%

Our commitment to customer satisfaction ensures that your students, faculty, and staff view the help desk as an extension of your institutional services, and as a valuable resource when they need help with learning technology. We focus on training, service quality, and accurate resolution of support requests upon first contact—and it shows in our customer experience.

All requests are routed to our experienced help desk staff, providing a seamless transition from your institution to technical support. Thorough tracking and documentation of support inquiries give you the opportunity to review and discuss help desk performance, usage data, satisfaction survey results, and call drivers with your dedicated client service representative. You can also proactively address unplanned outages or other technical issues that may impact your user community.

92% Satisfied

Personalized, flexible support options

Inbound help desk services are available 24 hours a day, 365 days a year. Your users can get help using the institution-branded support options they’re most comfortable with, including:

Toll-free number
Live chat
Online support portal to submit tickets
Self-help resources, including a web-based knowledge base
Desktop Sharing

help-desk-pdf — As more students from across the country enroll in online learning programs, they need flexible courses with personalized support. Propero is unique because each course comes complete with student support tools, including access to live 24/7 Help Desk and Technical Support assistance.

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Our clients

We provide support for a wide variety of programs, institutions, and corporate partners in flexible service models, including after-hours or weekend only support, overflow coverage and full 24-hour technical assistance.