Purpose: This paper problematises student support in higher education during the COVID-19 crisis and proposes an original approach of social network analysis for developing effective support for students from different socio-economic backgrounds. Design/methodology/approach: In this forward-thinking essay, the authors draw on theoretical ideas from Hannah Arendt in conceptualising the destructive and productive nature of societal crises such as the COVID-19 pandemic. We also draw on literature on social network analysis in exploring student support. Findings: The authors propose a number of recommendations for university staff to consider when developing effective student support, ranging from nurturing their own professional capital to mapping student support networks and the role of faculty within these. Originality/value: This paper emphasises the importance of developing effective student support that works for students from different socio-economic backgrounds. This is essential to avoid regression in widening participation policies and practices, and to promote inclusive university environments.