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

  • Los Angeles City College Breaks Ground on New Administration, Workforce Building

    Los Angeles City College (LACC) in Los Angeles, Calif., recently broke ground on a new $72-million administrative facility, according to a news release. The Cesar Chavez Administration and Workforce Building will stand four stories, cover 67,230 square feet, and play home to a wide variety of the school’s educational and administrative services.

  • Empowering People Through Smart, Sustainable Campuses

    Sustainability is facing increasing scrutiny, with some questioning its costs and priorities. Yet for universities, it remains an essential driver of resilience, operational efficiency and long-term competitiveness. At the same time, there is a growing recognition that sustainable transformation is not just about reducing energy consumption and emissions to comply with tightening regulations ‒ it’s about creating vibrant, comfortable environments where people can thrive, innovate and connect. For university leadership, this is a complex balancing act, with rising energy costs and limited budgets only adding to the challenge.

  • concentric silhouettes of a human head

    How Physical Space Shapes the Mind: Designing for Better Learning Outcomes

    Research in environmental psychology and neuroscience increasingly suggests that the way a room is designed can influence memory, focus, or even a student's sense of belonging.

  • South Texas K–12 District Debuts Region’s First Electric Bus Fleet

    The Valley View Independent School District in Pharr, Texas, recently announced a partnership with Highland Electric Fleets to launch the district’s—and the region’s—first fleet of all-electric school buses, according to a news release.

Digital Edition