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

  • Full Sail University Announces First Student Housing Facility

    Full Sail University in Winter Park, Fla., recently announced that development has begun on its first student housing community, according to a news release. The university is partnering with Nvision Development for construction and long-term management of the facility, which will stand five stories and have the capacity for more than 570 beds.

  • Academy of Classical Education Breaks Ground in Louisiana

    Charter Schools USA (CSUSA) recently announced the groundbreaking of a new public charter school in Covington, La., according to a news release. The Academy of Classical Education at Covington will enroll students in grades K–8 and is scheduled for completion in August 2026, just in time for the new school year.

  • Arizona District Breaks Ground on Community Training, Learning Center

    The Tolleson Union High School District (TUHSD) in Tolleson, Ariz., recently broke ground on a new Training & Learning Center (TLC) for both district professionals and the community at large, according to a news release. The 90,000-square-foot facility has an estimated completion date of spring 2027.

  • University of Pittsburgh to Build New Residence Hall

    The Board of Trustees from the University of Pittsburgh in Pittsburgh, Penn., recently approved the construction of a new residence hall for first-year students, according to university news.