The University of York Extends IT Support beyond the Classroom with Bomgar

October 19, 2011

Tools

Bomgar’s Remote Support Solution Enables More Efficient, Multi-Platform Support

JACKSON, Miss.--(BUSINESS WIRE)-- Bomgar, the worldwide leader in secure, appliance-based remote support solutions announced today that the University of York is using its remote support solution to provide multi-platform tech support across its campuses. Founded in 1963 with just 230 students, the University has grown to more than 13,000 students and has become one of the top ten universities in the United Kingdom for teaching and research, and among the top 100 universities in the world.

Prior to implementing Bomgar, York was using a basic screen-sharing tool that could only be used to remotely support managed PCs on campus. The solution did not give York’s IT department the ability to provide remote support for additional users, such as students or faculty with their own laptop or desktop in their dorm room or at home.

“It had become increasingly clear that we needed to do more to support our users and the variety of devices they were bringing to university,” said Sarah Kennedy, IT Support Office Manager at York. York’s IT department searched for a remote support solution that would work with multiple operating systems and enabled their support team to collaborate and resolve issues without requiring extensive end-user involvement. “Some vendors charged extra to support anything other than Mac and Windows, whereas Bomgar’s solution also includes support for Linux and a wide range of mobile devices for no additional costs. There are so many extra features with Bomgar, such as secure session logs and the ability to transfer files between support reps that you just don’t get with a basic screen sharing software.”

Since implementing Bomgar, the IT department has experienced a massive shift in their approach to IT support. Kennedy continued, “Prior to Bomgar, our answer was ‘no’ if someone requested support for their personal machine. Now, if they ask us to do something like help them connect to the VPN from their home, we can so ‘No problem, I’ll connect you.’ Gone are the days when we just had to say ‘no.’”

York’s IT department has seen a notable decrease in escalation to second-tier support now that the Bomgar solution is in place. Best of all, they have received numerous emails and comments from end users who are pleased with the highly responsive and effective IT support they are now experiencing. York’s IT department is so happy with Bomgar, they plan to promote their remote support services by deploying the Bomgar Button so staff and students can request support by simply clicking “the big B.”

For a full case study about University of York’s use of Bomgar, please visit: www.bomgar.com/customers.

Bomgar is exhibiting at EDUCAUSE 2011, October 18-21 at the Pennsylvania Convention Center in Philadelphia. Please visit booth #217 to see product demonstrations and learn why more than 300 colleges and universities use Bomgar for IT remote support.

About Bomgar

Bomgar is the worldwide leader in secure, appliance-based remote support solutions. The company’s award-winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Windows, Mac, Linux, BlackBerry, Android, the iPhone, iPad and most versions of Windows Mobile, regardless of their location. More than 5,500 companies around the world have deployed Bomgar’s enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, San Francisco, Washington D.C., Paris and London. In 2010, Bomgar was named one of the fastest-growing technology companies in America by Deloitte.