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

  • ECM Technologies Wins ‘Most Innovative Business of the Year’ Award

    HVAC preventative maintenance and efficiency solutions provider ECM Technologies was recently named the “Most Innovative Business of the Year” at the 2025 Champions of Change Awards, according to a news release. The program recognizes Arizona business leaders and organizations taking steps to make a positive impact on the state through innovative thinking and philanthropy.

  • Thomas F. Frist, Jr. College of Medicine

    Established in 1999, the Education Design Showcase is a vehicle for showing off innovative — yet practical — solutions in planning, design, architecture, and construction. Thomas F. Frist, Jr. College of Medicine has been recognized with an EDS 2025 Project of Distinction award in the category of New Construction.

  • University of West Florida Opens New Laboratory Facility

    The University of West Florida recently announced that renovation work is complete on a new lab building for its campus in Pensacola, Fla., according to university news. Building 80 will serve as the home to the university’s civil engineering program and the Tyler Chase Norwood Construction Management Program.

  • Designing Learning Spaces that Support Student Mental Health and Wellness

    In today’s education landscape, schools are more than just centers for learning; they are integral to the holistic development and well-being of students. The global pandemic underscored the importance of addressing mental health in schools, as productivity dropped, stress levels rose and students faced challenges managing emotions.

Digital Edition