Remote assistance trial

IT Services have started a trial of a new system to enhance our support services.  We are using of a remote assistance appliance supplied by Bomgar and would encourage all staff and students to take up this option when offered.

Over the next 6 weeks we will be increasingly using it to enable more accurate information gathering and to assist in the resolution of support incidents. This is being trialled with our Help Desk, Desktop Support Technicians and Systems teams, so covering the basic layers of support services run by IT Services. One anticipated benefit is that it will eventually help increase the rate of first time fixes and reduce the length of time to incident resolution.

The appliance allows the end-user to receive desktop support without having to arrange an onsite visit.  It is fully secure, provides for chat facilities, system information gathering and offers a complete audit trail, allowing for documentation and review of actions taken by support staff. It works across a wide range of platforms including Microsoft Windows, Mac OS and Linux desktops.  It also can connect to a variety of mobile devices, including Android, iPhone, BlackBerry and Windows Mobile.

At the end of the trial period in June, a decision will be made as to whether the system should continue to be used and a follow up news item will be posted giving further details.

For more information please contact IT Services.

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