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Tufts is Partnering with BlackBeltHelp for Technology Support Beginning in August

| Category:
Announcement
To:
Faculty and Staff, All Campuses
From:
Tufts Technology Services

In preparation for the start of the semester and return of faculty, staff, and students on campus, TTS strives to provide a robust suite of technology help services.

For several years, TTS has been providing 24/7 service desk support. Effective August 1, we are excited to partner with a new vendor for this service—BlackBeltHelp (BBH)—a company that focuses solely on the Higher Education industry.

What to expect

We have been holding frequent meetings and working with BBH to acclimate them to our needs and culture in anticipation of the launch. 

We will continue to use our ServiceNow ticketing tool with BBH, so any reliance you have on that platform will not be affected. With the tool, phone number (617.627.3376), and email (it@tufts.edu) remaining the same, the transition is anticipated to be seamless with no impact or action needed on the part of the community.

Additional ways to get support

In addition to the 24/7 TTS Service Desk, there are options for in-person support, online chat support, and online self-help.

In-person

Please visit one of our walk-up support desks listed below. Details and hours of operation can be found on the TTS website.

  • Medford Campus | Eaton Hall, 5 The Green, Medford, MA
  • Boston-HealthSci Campus | 5th Floor Tufts Medical Education, 145 Harrison Ave, Boston, MA
  • Grafton Campus | 3 Library Circle, North Grafton, MA

Online Chat

To chat with a customer support representative, use Cisco Jabber to enter our “TTS – CSS Remote Support” Jabber room.

Online Self-Help

Use the Technology User Guides for online self-help.

Returning to campus

Many of our staff and faculty have been remote over the past year or so and will be returning to campus end of summer/early fall. If you send an email to it@tufts.edu or call 617.627.3376 in advance of your return, the 24/7 Service Desk can plan for your return and any special needs you might have.

If you have any questions about BBH and the transition, please reach out to Helen Rose, TTS Associate Director of Client Support Services. For any other technology related support, please contact the 24/7 TTS Service Desk by calling 617.627.3376 or emailing it@tufts.edu.