Skip to main content
Add as a preferred source on Google

Putting Students First with Technology

  • 11/01/13

The world has grown increasingly reliant upon mobile technologies in recent years, and academia is no exception. Faculty want to be able to check email from their smartphones, administrators want the ability to access university systems when working remotely, and students expect to bring their laptops or tablet devices of preference into the classroom. To address all of these areas and continue Boise State University’s “students first” commitment, it was necessary that we re-engineer our help desk to better support today’s academic environment.

Boise State implemented a remote support solution in 2002 to provide hands on support at the point of contact with support to managed PCs on our network. The technology had several limitations, including complexity for the support personnel and that it was solely for the Windows platform. Since approximately 30 percent of our students are now relying upon Mac devices, this was a significant drawback.

Additionally, this legacy support tool didn’t enable us to assist individuals working off-campus, preventing us from fully serving our distance learning students and faculty when they travelled to conferences or were conducting research in the field.

We began looking for a remote support solution that could provide multiplatform support and ultimately selected Bomgar. We’ve seen a number of improvements. Instead of being limited to supporting only certain university-sanctioned applications and devices, we’re now confident in our ability to assist any end-user, regardless of what device or operating system he or she is using. In addition to meeting our BYOD support needs, the solution allows us to assist faculty, students and staff even when they’re not connected to the university’s network.

In addition to furthering our “students first” mission, our enhanced support environment has significantly improved our experience as help desk representatives. Not only has it eliminated the frustration of not being able to help a user due to device limitations, it also makes us much more efficient.

BOMGAR
WWW.BOMGAR.COM

This article originally appeared in the College Planning & Management November 2013 issue of Spaces4Learning.

Featured

  • Niles West High School Natatorium Renovation

    Natatoriums are highly specialized spaces, and luminaires in this setting face several unique challenges. Perhaps the most significant is corrosion, which is exacerbated by high indoor humidity, condensation, and pool chemicals, often resulting in material degradation in luminaires not certified to perform in corrosive environments.

  • Photo credit: Elkus Manfredi Architects

    University of Virginia Selects Design-Build Team for New Residential Complex

    The University of Virginia in Charlottesville, Va., recently announced that it has selected a design-build team for a new upper-class residential development on campus, according to a news release. Capstone Development Partners—in partnership with Elkus Manfredi Architects and the Hoar Construction/Hourigan construction team—will move forward with the three-building, 310,000-square-foot housing facility.

  • restroom sinks

    CSU Dominguez Hills Standardizes Plumbing to Improve Restroom Maintenance and Efficiency

    At California State University, Dominguez Hills, facilities leaders have taken steps to standardize restroom fixtures as part of a broader effort to improve maintenance efficiency and control long-term costs.

  • Round Rock ISD Completes New Early College High School

    Round Rock ISD near Austin, Texas, recently announced that construction is complete on a new, 46,500-square-foot campus for Early College High School, according to a news release. The new facility will allow the school’s students and staff to move from portables into a permanent building and increase its enrollment to 500.

Digital Edition